MOULOUD MAMMERI UNIVERSITY OF TIZI-OUZOU

FACULTY OF ECONOMIC AND COMMERCIAL SCIENCES

AND MANAGEMENT SCIENCES
DEPARTMENT OF FINANCIAL AND ACCOUNTING SCIENCES.

End of cycle thesis.

With a view to obtaining a master's degree in Financial Sciences
Accounting.
Option: Finance and Banking.
Theme
The digitalization of banking services:
Case of agency BNAN°581 of
Tizi-Ouzou.

Made by: Framed by:

YAHIAOUI Assia. Dr. SIMANSOUR Farida.

SI-MOUSSA Karim.

Jury members:

Président : Mme OUAMAR Sabrya, MCB, UMMTO.

Examiner: Mrs. SI SALAH Karima, MAA, UMMTO.

Reporter: Dr. SIMANSOUR Farida, MCB, UMMTO.

Academic year: 2020/2021.

 Acknowledgments.
We would like to thank:
First of all, the good God gave us will and courage.
and health in order to carry out this modest work.
Our recognition to Mrs. Si Mansour, for having
agreed to supervise us in this study.
It is a great honor for us to be under your patronage,
all our gratitude, Madam, for your scientific rigor and your
always wise advice as well as for your immense kindness,
thank you for putting us in a suitable environment for
the completion of this modest work under good conditions.
We also want to thank the jury members for the
reading and evaluating our work.
Our gratitude to all the staff of the Bank
National of Algeria of the Wilaya of Tizi-Ouzou agency
581 », for their guidance and the time they devoted to us.
Finally, we thank everyone who contributed directly or indirectly.
to the completion of this work.
 Dedications:
I dedicate this modest work to:
To my dear parents, for all their sacrifices, their loves, their
tenderness, their support and their prayers throughout my studies,
To my dear brothers, for their constant encouragement, and
Their moral support,
In memory of my grandmother, may God welcome her into His vast
paradise.
To my female cousins and my male cousins.

To my partner for their courage.

To my closest friends.

Assia.
I dedicate this humble work to:
To my dear parents, for all their sacrifices, their love, their
tenderness, their support, and their prayers throughout my studies,
To my dear brothers and sisters, for their constant encouragements,
and their moral support,
To my partner,
To my friends.

Karim
 List of abbreviations:

Abbreviations Sign of the abbreviation

ICT Information and Communication Technology
BNA National Bank of Algeria
BEA External Bank of Algeria
CPA Popular Credit of Algeria
BDL local development bank
BADR Bank of Agriculture and Rural Development
CNEP National Savings and Provident Fund
CRM Customer relationship
CB Bank card
BM Business model
E-BM Electronic business model

DAB Automated Teller Machine

GAB Automated teller machine
RIB Bank identity statement
TPE Electronic payment terminal
CIB Interbank card
JCB Bank card from Japan
GIM-UEMOA Interbank Monetary Group of the Union
West African economic and monetary
FAR Iron
SATIM Interbank Transaction Automation Company
and of electronic payment

DRE Network Operations Management

ANGEM National Agency for Microcredit Management
EDI Exchange of data, electronic DATA
interchange
DIPM Payment Instruments and Monetary Division
 Summary.
General Introduction

Chapter I: Banking and digitalization ........................................................................ 05

Introduction ............................................................................................................................ 05

Section 01: Brief reminder on traditional banking....................................... 06

Section 02: Overview of Digitalization............................................... 19

Conclusion

Chapter II: The bank in the digital age................................................................ 37

Introduction ........................................................................................................................... 37

Section 01: the design of the digital bank ................................................. 38

Section 02: the emergence of the new bank "The remote bank ........ 78

Conclusion .............................................................................................................................. 86

Chapter III: Digitalization in Practice (Case of BNA Tizi-Ouzou) ........... 87

Introduction ........................................................................................................................... 87

Section 01: Presentation of the host organization and its digital services..... 88

Section 02: Internship Data Analysis......................................................... 118

Conclusion ............................................................................................................................ 127

General conclusion

Bibliography.

List of tables.

List of figures.

Annexes.

Resume.
 General introduction

Since the 2000s, we have been witnessing a global upheaval related to digital technology that
brings about major changes in the economic landscape. In addition to development
fast large-scale Internet and technological advancements, we are also witnessing
democratization of computers and smartphones that are increasingly powerful and compact
and rich in features. This has led to significant changes for the economy that has
totally transformed vine with the disappearance of many branches and the appearance of
new features such as e-commerce (Jepsen and Drahokoupil, 2017).

All economic sectors are affected by this sudden phenomenon of great

scope, and the banking sector, a very old sector that has undergone many changes,
is not spared either.

The banking sector is the prime area where digitalization should take place.
its rise, the banks aware of the importance of this digital transformation as a
accelerator of growth and productivity, they will need to deeply adapt their
business model to the changes brought about by the internationalization of markets, the emergence of
digital distribution channels the change in consumer behavior in order to
to survive and to remain competitive.

En effet, suit au phénomène de la révolution technologique, la banque est entrée dans

a new era, a new age; the era of digital. Today, banking appears under a
new form, under new dimensions, that which we refer to as digital banking,
virtual, electronic banking or remote banking.

Online banking has already found its growth, this new bank has a multitude of
products and services exclusively online at low costs. Thanks to the internet, the constraints
time and space are annihilated with a simple click.

Digital refers to any use of fingers, by extension, virtual supports that

require the use of fingers have been classified among digital media" (B. BELVAUX,
J.F. NOTEBAERT, 2018). This digitalization has become the key term of practices
companies' commercials. Provide an online service, develop interactivity with the
customer base and benefiting from remarkable time savings help to strengthen its influence on
the market, to generate more profitability and to benefit from economies of scale.

Banks did not hesitate to exploit digitization practices and integrate the
new information and communication technologies to market their services.

1
 General introduction

In this regard, digital technology in the banking sector has reconsidered the pieces of the puzzle and has pushed

banks to adopt differentiated strategies in order to attract more customers. The

Digital strategies have affected all areas of banking activities. Websites
interactive mobile applications through increasingly advanced information systems
sophisticated.

All of these elements have led to the intensification of competition between the
banks themselves and the new financial institutions, and the diversification of the offering.

The standardization of banking products and services, the diversity of investments, the
the multiplication of products and the alternative evolution of financial markets divert the
clients from where a pronounced decline in loyalty.

To this end, the bank will cater to a demanding clientele characterized by a

increasingly alert behavior, meaning that even the most modest clients,
now better informed, require more effort from their bank. So the bank
is called to adapt to the changes in clients' lifestyles in order to maximize their
satisfaction to ensure its sustainability. Thus the bank is called to review its entire
policies and to develop new tools to better satisfy its clientele
and then start to introduce the various ICTs. The development of the latter
allows the bank to offer products and services tailored to the needs of different
consumer categories.

As for Algeria, which is a developing country, with "a

banking system made up, at the end of 2006, of twenty-four (24) banks and financial institutions
approved that all have their headquarters in Algiers. A development bank in restructuring
is also part of the banking system. Banking institutions and establishments
financiers are distributed as follows:

Six (6) public banks, including the Savings Bank;

Our (11) private banks, including one with mixed capital;

One (1) insurance mutual approved for banking operations;

Three (3) financial institutions, of which two are public;

Three (3) leasing companies of which one is public.

2
 General introduction

A development bank whose restructuring is underway.1, We notice

a strong development in terms of digital in recent years although it still remains
shy. It is starting to gain momentum in companies, especially those that provide services.
services.

Indeed, the Algerian banking sector is at the epicenter of these profound changes.
We have noticed in recent years the emergence of new banking products and services.
incorporating modern technologies such as account consultations via website,
call centers, electronic payment cards, and ATMs, hence the interest in studying the
behavior of the Algerian banking consumer in response to these innovations in order to determine
receptiveness or not to the strategy implemented by the banks in Algeria.

In the digital age, banks must fight to preserve their value and relevance.
in a sector that is evolving at a rapidly increasing pace. Indeed, many technological developments
the digital has opened the field to new players, who sometimes are not even from
banking sector.

In this perspective, this research work revolves around the issue of which the
The main question is as follows: What are the digital banking services that the client
find within the national bank?

From this point, several sub-questions emerge and aim to better define this issue.
to know:

What are the axes of digital transformation of the National Bank of Algeria?
What are the advantages and disadvantages of digitalization for banks and its
client ?
Do customers embrace the digitization of banking services?
Are online services really used by customers?

[Link] 1
1

3
 General Introduction

Research methodology

To achieve this goal, we have adopted a methodology consisting of two (2)

volets :

The theoretical study, initiated based on a literature review using

books, articles, dissertations and theses, and websites.
The empirical study that consists of doing a practical internship that allows us to study the
digital services of the National Bank of Algeria "BNA"

Work plan:

In order to answer the questions asked and based on the available data, we
we have divided our work into three (3) chapters.

The first presents the two concepts at the base of our research: bank and the
digitalization. It first presents a brief reminder about banking (section 1), then a
general overview of digitalization (section 2).

The second chapter focuses on the digital revolution in banking. It contains a

descriptive synthesis of banking services (section 1), and a presentation of the new
bank

(Section 2).

The third chapter studies the transformation of banking financial services.

public (BNA agency 581).

4
Chapter I: Banking and digitalization

Introduction :

The bank is a public interest activity, it is a factor of balance in the economy.

and of society as a whole. It is an essential tool for development and to
Investment. The bank also represents the security of money, savings, and transactions.

Following digital transformations, all sectors of the economy had to face

to new technologies. This is no exception for banks that face challenges
from mass digitalization.

This fundamental trend presents significant opportunities for businesses.

the path to digitalization is nonetheless strewn with challenges.

In this chapter, we have formulated a conceptual framework of the two elements.

fundamentals of our research, namely banking and digital.

In the first section, we will define the bank, its role, and its main activities.
thus their classification.

In the second section, we will address the phenomenon of digitalization, its tools,
its strengths and weaknesses and the concept of digital transformation.

5
Chapter I: Banking and digitalization

Section 01: Brief reminder about the bank.

1. Definitions of the bank:
The bank is a service business. Like any other, it seeks to provide them.
at the best costs and to maximize its profit. But banking services take on a
particular importance for the economy. They are to some extent a public good.
preserve. Especially since the difficulties of a bank are contagious, they quickly spread to
other banks, to the entire sector and to the whole economy.1

According to Jean-Pierre PATAT: "banks are organizations that manage in their liabilities
the accounts of their clients, accounts which can be used by check or transfer, in
the limits of the available provision, insofar as these accounts constitute the form of
the most widely used circulating money (scriptural money) the banks, caught in their
together, are therefore guaranteed when they grant credits to simultaneously create the most
large part of the resources necessary for the financing of these operators.2

Other definitions can be given to banks depending on whether one bases it on an approach:

1-1 Definition of the bank according to the theoretical approach:

According to the theoretical approach: "The bank is a financial intermediary between agents"
financing capacity and the agents needing financing, it operates in the market
financier for her own account as well as for her clients, she also intervenes to limit the
risks3.

1.2 Definition of the bank according to the legal approach:

In the common legal framework, "credit institutions" are defined as the whole.
legal entities that carry out banking operations as a regular profession,
these operations include the receipt of funds from the public, credit operations, as well as the
made available to customers, or the management, of means of payment4.

1Jezabel, COUPPEY-SOUBEYRAN, NIJDAM, Christophe. Let's talk about banking in 30 questions, Paris, management of
the legal and administrative information, 2014, P90.
2ABBADI, BOUCHERA, the specifics of banking; End of cycle thesis, Abdel Malek University

ESSAADI, Tangier, 2017.

3[Link] consulted on 10/22/2021 at 3:20 PM.
4ILMANE Med chérif: "Dictionary of Economics and Social Sciences", BERTI, Algiers, 2009.

6
Chapter I: Banking and digitalization

And also "the bank is an establishment that receives from the public deposits of funds that it
re-employed for its own account in credit operations.5

Thus, the bank receives money deposits from its clients, manages their payment methods.
and grants them credits.

If the main profession of a banker is the commerce of money, economists emphasize

of course the fact that the bank is the main agent of money creation.

1.3 definition of the bank according to the economic approach6:

In their definition of banking, economists tend to emphasize the
economic function of this (functional definition). In this sense, it is defined as
suit: "the bank is the intermediary between suppliers and demanders of capital and this starts from
two distinct processes :

By interspersing its balance sheet between capital providers and capital seekers: it is
banking intermediation.
By directly connecting capital providers and seekers
(market, financial, monetary...), it is the phenomenon of
disintermediation.7

From the above, the bank is at the center of economic activity, it is at the
once a sector, a company, and a profession.

The author added a definition entitled modern; it is as follows:

1.4 Modern definition of banking:

Today, the best definition that can be given to a credit institution
could be:

The modern bank is a set of industrial processes put at the service of the
customers. For the most part, these processes involve a large number of
functions or professions.8

5CELLE Georges : « l’entreprise et la banque, évolution et financement bancaire de l’entreprise » 1er édition,
edition bank, Paris, November 1983, p.11
6BIETON AND BOLLO, ARMAND COLIN "dictionary of economic sciences", 2nd Edition, PARIS,

1195.p24
7GARSIAULT Philippe, PRIAMI Stéphane: "the bank: operation and strategy", edition

ECONOMICA, Paris, 1995, p.8.

8Same, p.241.

7
Chapter I: Banking and digitization

The development of banking activities and their expansion to others

areas of intervention (financial market) leads us to identify the modern bank that ...
differs from traditional or classical banking by various activities in the
field of services and off-balance sheet.

2. The role of the bank:

The bank is primarily a financial institution; it acts as an intermediary between
the holders and the capital seekers. It receives the funds entrusted to it by those who need them.
they arrange it and lend part of this money to those in need.

She also plays a dynamic role in that she creates capital. She fulfills
therefore the role of public service. Finally, it is a key player in development of
the company.9

2.1 The management of the resources of economic agents:

Banks play the role of financial intermediaries between suppliers and demanders.
of capital and this from two distinct processes10:

By interspersing its balance between suppliers and demanders of capital, it is

banking intermediation.
By directly connecting capital providers and seekers,
It is the phenomenon of disintermediation.

In principle, agents with the capacity to finance lend capital to the

bank that provides in turncreditsto agents in a situation of deficit
economic. The economic agents to whom it lends money can be
individuals or businesses. This loan manifests itself in the form of money deposits. This kind of
the operation ensures the proper functioning of the movement of capital which is very favorable to
the economy.

9BOUKROUS Djamila, op. cit, .p.16-18.

10GARSNAULT.P & PRIAMI.S (1997) "The Bank Functioning and Strategy" ECONOMICA edition,
PARIS, page 28.

8
Chapter I: Banking and digitalization

Diagram No. 1: The economic role of the bank.

Jobs Bank Resource

Credit Deposit

Applicants Providers of
from funds funds

Market
monetary

made by ourselves.

This diagram illustrates the economic role of the bank. The agents in need and capacity
financing indirectly relates on the capital markets.

The credits granted by banks to the national economy concerning investment have
known an evolution, "banks have always been aware of their central role in terms of
financing of the real economy.
2.2 The refinancing of the economy:
The economy of a nation is eternally faced with the problem of refinancing.
of the activities of the various economic agents who operate in their professional daily lives and
domestic. This refinancing requires, in an unavoidable manner, more funds.
less substantial like for companies that will need to finance large projects

9
Chapter I: Banking and digitalization

large scale or even families that consume on credit. Nevertheless, there is also a
portion of the population that is able to save11.

This last one placed in the bank serves to finance other agents in need.

2.3 The creation of scripted money:

The bank is the only institution that has the power to create money in a
countries; and also the creation of debts and managing them. This monetary policy has a very
essential in the national economy. Also, there is an injection of liquidity into the circuit
economic produced by this monetary creation which will subsequently contribute to inflating the effect
credit multiplier.

2.4 Bridging budget deficits:

The state is one of the most important clients of the banks. Indeed, there is not only
individuals (households) and businesses that need financing from these
credit institutions. The State, public authorities, and public institutions have them
also needed. Moreover, banks play a major role in bridging the deficits.
state budget by granting them loans, commonly referred to as
public aid. This compensation allows it to meet its obligations and to ensure its
proper functioning. Apart from that, it also avoids any risk of paralysis due to
of a potential budget deficit.

Economically, banks play a major role whose effects are not

negligible. If in the majority of cases, these credit institutions operate in the management
of their clients' finances (individuals or businesses) by serving as a money deposit or
by providing them with credits, it should be noted that they can certainly undertake other missions
much more important. Among their most important roles is financial intermediation
between economic agents and the creation of money.

[Link]/bank/the-role-of-banks-in-the-economy/ consulted on 22/10/2021 at 5:46 PM.

10
Chapter I: Banking and digitalization

3. The activities of the bank:12

Among the activities of the bank are:
3.1 The collection of deposits:
Bank deposits are funds received from the public in the form of deposits with the
right to dispose of them for one's own account. There are demand deposits where we find the accounts
checks, current accounts, and savings passbook accounts. Term deposits are
constituted by term accounts and savings bonds. These deposits represent the majority of
bank resources.

3.2 The distribution of credits:

The existing funds in the banks that are received by the different agents
Economic deposits should not remain immobilized in the coffers; the law
allows banks to use them in the form of credits distributed to liquidity seekers.

3.3 Payment methods management:

The management of payment methods is among the main activities of banks. It
allows its clients to use the resources that arrive in their accounts by check in
perform cash withdrawal operations, by credit card or by a transfer.

Regarding payment methods, we have checks, credit cards, and authorizations.

of direct debit, interbank payment order and bank transfer.

12KARYOTIS CATRINE : « l’essentiel de la banque (2°édition) », GUALINOLEXTENSO édition, France,

2015-2016, pp. 113-117.

11
Chapter I: Banking and digitalization

4. Classification and client of the bank:

We start with the classification of the bank;
4.1 Classification of the bank13:
The bank is classified according to different criteria:
4.1.1 According to their type of activity:

In this type of activity we find:

[Link] Deposit bank:

Deposit banks are those whose main activity is to make
credit operations and receiving public sight and term deposits.

4.1.1.2Investment bank:
Also called medium and long-term bank, their activities consist of granting loans.
credits with a duration of more than two years.

[Link] Business Bank:

Their main activities are:

The granting of credit.

The acquisition and management of stakes in existing businesses
or in training.
The financing operations carried out by a bank
businesses tie up capital for a long period.
The stable deposits of the investment bank are usable for
a duration of equal to or less than two years.

4.1.2 According to the legal criterion:

According to the legal criterion, we find;

[Link] Public banks:

It is a company or banking institution whose owners are the State and the
public actors.

Here in Algeria we find 6 public banks:

[Link], "Understanding Banking" blue pages edition, 2015, p 08.

12
Chapter I: Banking and digitalization

Table 1: Public banks in Algeria.

Public banks

Company name of Creation date Activity

Banks
External bank She was created 01 The BEA has resumed

of Algeria October 1967. successively the activities

( BEA) from Société Générale, from the
Barclay's Bank Limited, of
Crédit du Nord and of the
Industrial Bank of
Algeria and the
Mediterranean (BIAM).
National Bank of Algeria It was created on June 13th. She then exercises all the
(BNA) 1966. activities of a bank
universal with a
department specialized in
the financing of
agriculture.
Popular Credit of Algeria It was created on May 11, 1967. Bank generalist,
CPA) company clientele
specific SMEs-SMIs.
Development Bank She was created on April 30th La BDL est la banque des
local 1985. SME/SMI, from commerce to
( BDL) sense large, then some
liberal professions, of
individuals and households.
Banking generalist,
business clientele of
SMEs-SMIs and individuals
; liberal professions, loan
on pledge.

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Chapter I: Banking and digitalization

Agricultural Bank and it was created on March 16 The BADR has the following activities

rural development 1982. mainly to develop the

(BADR) agricultural sectors, of the
fishing and resources
fisheries, as well as the
promotion of the rural world.
National Savings Fund The savings bank and of the CNEP had the mission
and insurance-bank provision was created on the 10th the collection of savings. It

(CNEP) Around 1964. It was erected. becomes CNEP-Bank in

in bank by decision no. 1997. The CNEP-Bank
97-01 On April 6, 1997 by preserve this specialty
the monetary council and again. She also has, furthermore, for

of credit. object funding of

real estate loans to
individuals, that of the
real estate promotion and the
financing of companies,
or even the services related to
the habitat.
Source: bank-guide- Algeria.
[Link] Private banks:
These are banking institutions where the owners are private actors,
private enterprises or individuals.

14
Chapter I: Banking and digitalization

Table No. 02: Private banks in Algeria.

Private banks
Company name of Creation date Activity
banks
Baraka Bank 06 décembre 1990 The bank has the purpose of

of Algeria social operations of

bank and
investment
in accordance with Shari’a.
Its activities include
in the dimension
social and solidarity. The
the bank also has the
management of Zakat funds.
CITIBANK 18 Mai 1998 His activity focuses
around investment
foreign, the management of
treasury, the deposits and the
online banking. The
bank has a
network of four (04)
agencies.
Arab Banking created on September 24, 1999 The offers of this bank
Corporation Algeria and opens its first are mainly
liaison office in 1995. focused on the business.
Natixis ALGERIA It was created on the 27th Small business child clientele and

October 1999 and was in perspective develop

agreed in 2002. retail activity and
leasing.
Société Générale Algeria She was approved in 2002. Universal Bank of
detail and proximity with
a priority given to

15
Chapter I: Banking and digitalization

financing the large

companies.
Arab Bank PLC Algeria created on October 15, 2001 and bank branches in
agreed in January 2002. clientele of businesses of
high-end.
BNP Paribas Algeria She was approved on the 31st. she is allowed to
January 2002. perform all the
operations recognized to
banks, Bank
universal detail to
network of agencies of more
more extensive.
TRUST BANK Algeria She was approved in Universal Bank
September 2002. (individuals,
professionals and
companies).
Housing Bank (The She starts her activity by offering a varied range
Housing Bank For Trade 2003. of products intended for both
and Finance–Algeria particularly that at
companies.
Gulf Bank Algeria She was approved in 2004 the bank has the status of
universal bank that
propose products
classic banking, thus
that products
Islamic.
Fransabank Algeria It was created in 2006 and it offers to its clients who
was approved in January 2010. is composed of small and
medium-sized companies as well
that the national groups
and international, all the
products and services of a

16
Chapter I: Banking and digitalization

commercial bank at
universal vocation.
Crédit Agricole Corporate It was created on May 1 She performs all the
And Investment Bank 2004. recognized operations to
Algeria (Ex CALYON) banks. It activates
mainly as a
investment bank.
HSBC Algeria She was approved in 2008 HSBC Algeria can
as branches of carrying out all activities
banks. recognized by banks.
Al Salam Bank Algeria She was approved in 2008. Al Salam Bank is a
bank offering
Islamic products. The
active bank in
investment
real estate, the titles, the
actions and funds
investment.
Source: guide-of-banks-Algeria.

[Link] The mixed bank:

The latter is a banking company where the owners are a mix of the players.
public and private.

4.2 The clients14from the bank15:

Among the bank's clients, we have three main clients:
4.2.1 individuals:
An individual is a natural person who expresses banking needs outside of
any professional activity.

14P. [Link], The bank's functioning and strategy, Economica edition, Paris, 1995, P66
15PHILIPPE Monnier, "the small bank 2021", DUNOD edition, P20.

17
Chapter I: Banking and digitalization

Personally and privately, he can be identified by information that distinguishes from

civil status processes (name, first name, date and place of birth, nationality,
address...), the estate, assets and liabilities, and civil capacity: adult, minor, incapable.16

The needs of individuals are numerous, categorized according to duration and the
needs:

Exceptional expenses.
Purchase of equipment.
Real estate investment.

4.2.2 The companies:

The enterprise is an economic agent, its essential role is the production of goods and
services and make them available to customers.

At that moment, he heads to the bank to deposit funds or obtain credit.

4.2.3 The State:

Like all bank customers, the State deposits funds within the banks and
receives credits, or what is called public debt, so that they can settle their
engagements.

16DESCAMP.C, SOICHOT.J (1979) "Economics and Management of the Bank" Bank edition, page 66.

18
Chapter I: Banking and digitalization

SECTION 2: Overview of Digitalization.

The term 'digitalization' is often heard, but many of us
still ignorant of what it is exactly. The term is understood quite vaguely despite the
This one contains the word digital. Currently, digitization has several
variations depending on the sector of activity.

Discover in this section everything you need to know about digitalization.

Digital transformation17:

We explain digital transformation, its effects, and reasons.

1.1 What is digital transformation?

The digital transformation of a company is not a project, but a process.

continuously unstable, a culture that undergoes a profound change in mindset, through
new technologies to integrate and a pace often very different from the pace that a
a company is used to having18».

According to (Ettien, Peron, 2018), "Transformation involves a journey that serves to

identify, mobilize and organize resources to go from one point to another.

It is also considered, according to (Bos, 2018), as "the adoption of skills

easily accessible technologies that transform the organization's responsiveness to
market changes19.

According to (David F., 2018), "The transformations related to digital technology are at the forefront

approach of three orders, automation for the mechanical reproduction of a sequence

actions using a program, dematerialization for the replacement of supports
materials through computer files and disintermediation for the removal of
intermediaries made possible with digital technology.20

Dematerialization: it is the substitution of an already existing physical product,

a product that has no physical existence21.

17Jacques
IGALENT and Jean Marie PERETTI "Social Audit, Best Practices, Methods, Tools"
EYROLLES, 2emeedition, p15.
18LALée PININCELY, Eyrolles Group 61, boulevard Saint-Germain 75240 Paris cedex.
19Célin BOS, "digital transformation, towards an increased strategic management?", E consulting & training
DIF, Lyon, 2018.
20David.F, "measuring the digital maturity of banking players in the context of transformation"

digital transformation, management and leadership, University Paris-Scalay, 2018.

21Gilles de Chezelles, "the dematerialization of exchanges (hermès science publishing), Lavoisier, 2001.

19
Chapter I: Banking and digitalization

Automation: it consists of gaining operational efficiency, moving faster.

and do everything in record time.

The concept of digital transformation began to appear in the discourse of companies as early as 2013.

Aurélie Dudézert explains that this notion is not yet fully understood because it is
difficult to clearly delineate the emergence of this transformation beyond appropriation
digital technologies for the largest number (Smartphones, tablets...).
technologies cover several characteristics:

They are easy to handle.

They manage new information flows.

They are also adapted to our uses and allow us to manage information.
Intuitively, what changes from the use we made of information technologies
previously, which required a minimum of computer knowledge.

For Aurélie Dudézert, digital transformation for companies is

the exploration and exploitation of new possibilities generated by these technologies of
information, particularly at the organizational level." It is a voluntary approach.

Computerization refers to the emergence of computing in companies. These

new information technologies were deployed in the 1980s to "achieve the
"tasks more quickly and at a lower cost" and thus increase productivity. Automation
tasks primarily serve to support a work organization associated with Taylorism and
Fordism. The digitization of professional practices is old. Also, it is the
digitization of processes through information technologies. The technological advancements
the 1990s (notably software and software packages) and the 2000s (Web platforms) have
permission to facilitate individual and collective decision-making. Digital transformation
intervened from 2008 to 2010 with "collaboration management systems"
of knowledge sharing, which enabled the development of work practices focused on the
creativity, mutual adjustment, co-construction, exchange, and mobility. These technologies
open new job opportunities and are very free to use. "The term digital
in French refers to this metaphor of the grasping of technologies by the actors.
Elles peuvent être utilisées de façons très variées, ce qui libère « notre autonomie d’action ».
This is what Pinch and Bijker call 'interpretative flexibility'.

20
Chapter I: Banking and digitalization

Within a bank, digital transformation is defined as a revolution of

practices, automation and simplification of processes: towards an acceleration and
optimization of internal flow exchanges, and those between the bank and its clients or partners,
Digitalization is a vector for creating value and business opportunities.22»

1.2 Reasons, stakes and effects of digital transformation:

Digital transformation has been underway in many companies since 2013.

To ensure their economic survival, some companies have understood that they had to
to adapt. This new environment is pushing many organizations to digitize.
The author will list various reasons that have caused this change:

The fear of being 'uberized23is the first reason for Aurélie Dudézert. During
In the last decade, several 'start-up companies' have taken control of the sector.
commercial, especially Uber. Hence the term 'ubérisation' (a recent phenomenon that
consists of the use of services that allow professionals and clients to
to get in direct contact, almost instantly, thanks to the new
technologies).
A reduction in costs for the company, which, thanks to digital technology, for example, puts
clients in direct contact with providers and requesters. The author adds that the
digital advertising costs on average less and has a greater impact and a
broader reach than a printed advertisement.
Improved management. Whereas previously, organizations had a vision "
myopic in management and primarily focused on their ability to develop
a monopoly, digitization has brought control issues to the forefront
budget optimization.

The stakes regarding digital transformation are dematerialization and the de

corporation of the productive act. With the development of digital tools, there is no longer any
physical boundaries to the workspace. Physical presence is no longer synonymous
effectiveness. Digitization brings new ways of working: remote work, work
at home, remote work, and many others. Aurélie Dudézert adds that 'the collaborator who
being able to choose when, where, and how to work makes for a happier and more motivated employee

22International Review of Marketing and Strategic Management, volume 1, January-March 2019, p202.
23Transformer (a sector of activity) with an innovative business model leveraging digital technology.

21
ChapitreI : Banking and digitalization

but this can lead to risks such as isolation and loss of a sense of belonging
from the employee to the company. Once implemented, the effects of digital transformation are:

An increased level of efficiency within the organization. Employees are more

productive.
A more collaborative process since, according to the author, digital tools
encourage socialization.
Digital transformation places the individual at the heart of change because 'for the
for the first time, technologies are accessible to individuals on a massive scale
before they were taken over by the company... the phenomenon has been
inverted.
1.3 The impact of digital transformation:

We highlight its impact on organizations as well as on customer experience.

1.3.1 The impact on organizations:

The massive introduction of high technologies has significantly impacted

the organization of work and jobs (Dorn, 2017). For some, it is responsible for
job destruction and the rise of unemployment (Brynjolfson & McAfee, 2011) while
for others, it essentially allows for the creation of new activities and to energize
the economy.

We are focused on the issue of the impact of digitalization not on employment.

but about the relationship to work. The question is not about the replacement of Man by the
but repercussions of the widespread use of a specific technology
information and communication on one of the modes of human activity and contribution
individuals to society: work.

[Link] The imposed choice of digital organization:

Organizations have been the subject of numerous studies and questioning in the
field of economic and social sciences. Various works have thus been carried out. Some
focused on the understanding of the organization and the different dimensions that compose it
(Chandler, 1969; Mintzberg, 1993), others focused on the adaptation capabilities of
organizations to fluctuations in their environments (Burnes & Stalker, 1961; Laurence &
Lorsch, 1967) and project management (Midler, 1993). New technologies and digital
In general, have contributed to the evolution of organizations. Organizations

22
Chapter I: Banking and digitalization

are undergoing profound changes in their representations, their system of

production and their management (Cabin, 2005). According to the authors, organizations have transitioned
from an economy based on standardization and material production to organizations
valuing innovation and customization. This major transformation affects both the
businesses that individuals and society in general.24

[Link] The future of work with the arrival of digital:

Digital transformation is primarily an opportunity, a chance to enable the

progressive implementation of new work organizations that are more cross-functional, more flexible,
new modes of operation, more cooperative and more collective that respond to
ills, to the excesses of today's company and an exhausted Taylorist model.
Like any major transformation, it carries risks that should be anticipated,
to prevent, notably through social dialogue and a significant effort in digital education
scope.

It is urgent to put an end to this paradox that sees several million employees of our
companies forced to adapt their daily work to the spread of digital tools, without
that this question has actually been addressed at the national level, whether within the framework of
interprofessional dialogue or recent legislative debates.

Confident in the ability to define a balanced path to adjust the framework of

our business practices and our social legislation so that our country can capture the
expected share of profits (notably in terms of jobs) from digital transformation.

The Employment Orientation Council (CEO), created by a decree in 2005 and attached to
Prime Minister is a body of expertise and consultation on all issues.
employment. The Council published its latest survey volume 3 on the 'Impact on in December 2017
work: Automation, digitization, and employment" It emphasizes that:

There is a positive link between the level of digitization of the company and the adoption of
modes of work organization called 'flexible' (work in self-managed teams,
polyvalence, decentralization of decisions, etc.
New technologies are helping to change work situations.
people, but also carry real risks.

24Martine Brasseur, Fatine Biaz, "the impact of the digitalization of organizations on the relationship with work: between
aliénation et émancipation », EMS édition, 2018 (n°21, pages 143 à155).

23
Chapter I: Banking and digitalization

Social dialogue is the essential lever to support the definition of the

business strategy.
The ambitions, the content, and the tools for the prospective management of jobs and
skills must evolve...25
1.3.2 The impact on customer experience:

The banking system is adapting today to the evolution of behavior.

consumers, the customer is primarily a 'consumer', in the sense of Kotler26Prendergast
& Marc, 1994), indicate that the banking industry is not only one of the first to
adopted the relational approach, but also one of the most affected by the arrival of the new
technologies. Banks see the behaviors and expectations of their customers changing.
actually quite strongly thanks to the increased use of digital technology. The customer is also becoming increasingly

app friend loaded from his mobile phone, accessible banking service
since its internet connection. Historically, customer behaviors translate to less
less agency visits and more and more use of automatic channels or channels
at a distance. The modern consumer or what is called the digital consumer
It is about a new consumer who demands and wants everything quickly and easily, especially
that he be listened to, and his opinion be taken into consideration, in fact he wants to be a Co-creator.
27
(BEZIAD & ASSAYAG) present the various changes and evolution of
customer behaviors in response to banking digitalization:

[Link] The client first expects a strong response from their bank.
interactivity and a continuity of service:

Indeed, at a time when everything is available online 7 days a week, and 24 hours a day, it is becoming increasingly

it is increasingly inconceivable for a client to have to conform to the schedule of an agency, often little

reconcilable with one’s professional activity. This need for interaction is at the origin of the years
90, from the implementation of call center or customer service deployments. Today, it
is illustrated by the online consultation of institutional banking websites, initially reinforced by
the cleaning team then by the development of Smartphones and mobile applications
related.

25[Link] consulted on 11/12/2021 at 4:30 PM.

26Philip Kotler, Hermawan Kartaya, Iwan Setiawan and Marc Vandercammen, "Marketing 4.0, the transition to
digital, 1st edition, ed de BOECK, p59.
27Charlotte Béziade & Serge Assayag, "the impact of digital technology on the banking profession", thematic study,

cabinet Waene, 2014.

24
Chapter I: Banking and digitalization

[Link] On the other hand, customers are increasingly in search of service.

simplify.

Practically, according to the two authors mentioned above, the result of an American study
conducted in 2010 with 6000 consumers in Europe, North America, Asia and the Middle East
Orient who analyze the emotional and economic value of the simplified nation, and who
presents as a conclusion a part more or less representative of the consumers (of 7%)
at 23% depending on the regions) is willing to pay more (on average 6%) for products offering a
greater simplicity.

The search for simplicity is a fundamental trend that is partly responsible for the
development of mobile applications, which the client always has with them by definition. It is
also at the origin of new ranges of so-called 'easy' products and services. The latter are
characterized in particular by multichannel distribution, as well as a communication of
intermediate.

[Link] The client wants customized services without experiencing delays.

or complex procedures:

To do this, he is willing to bypass traditional/institutional intermediaries and

to negotiate the terms of his contract or the solution to a problem encountered by himself, it is
what is called "disintermediation." The phenomenon of "Self-service" also contributes
to disintermediation, where the customer is becoming more agile every day with new technologies,
more informed and always more impatient, prefers to self-manage simple operations (or said to be '
low added value") available from home via his computer, his mobile or the
banking automatisms. Cash withdrawal, balance inquiry, check deposit and the
bank transfers are among the most common transactions affected by this
disintermediation of the banking client.

[Link] The client is seeking personalized and high-value advice.

added :

Satisfaction surveys highlight the absence of differentiation perceived by the

clients between the different banking institutions in the area, which still too often have a
a poorly differentiated product approach based on classic segmentation criteria. In addition,
customer behaviors have evolved significantly and are increasingly leaning towards Co-

25
Chapter I: Banking and digitalization

construction of offers tailored to their needs. This expectation of understanding and analyzing needs
individual of clients, corresponding to the concept of marketing 'one to one'28.

2. The concept of digitalization:

The explanation of digitalization as well as its advantages, limitations, and tools by going through
a brief history on this last one.

2.1 What is digitalization?

Digitalization is a logical continuation of technological evolution and more

particularly about the internet and computing. From now on, everything can be processed online and it is
the very principle of digitalization. To define this operation, one can say that it is a
process aimed at transforming traditional processes, objects, tools or even
professions through digital technologies to make them more efficient. Know that
that digital transformation has existed since the arrival of the internet. Thus, mail has been replaced
by email, stores by online shops and salons by web forums. The
digitalization doesn't stop there. Nowadays, it also includes payment
electronics, social networks or even self-checkout systems. This process is so
frequently one can say that society is transforming thanks to digital technology29. »

Digitalization is the process aimed at transforming an object, a tool, a process, or

un métier en un code informatique afin de le remplacer et le rendre plus performant. La
digital transformation began with the advent of the internet, mail was replaced by the
emails, salons through web forums, stores through e-commerce sites. From now on we
let's experience a broader and more efficient digitalization like self-checkout systems,
automated responders, communication via social networks. Digitalization is
became a natural phenomenon that combines the emergence of the internet and daily advancements
computing.30»

Digitalization is a synonym for digitization or more commonly, everything that

is done with a digital support. But this concept goes much further than simply
transform physical media into digital formats to be accessed on a computer,
tablet or a smartphone. Companies must adapt to the desires of consumers and

28LENDREVIE J, LEVY J , « Mercator: tout le marketing à l’ère du numérique», 11thedition, DUNOD,

PARIS, 2017.
29consulted on 21/11/2021 at 11:06.
30consulted on 21/11/2021 at 11:07.

26
Chapter I: Banking and digitalization

For a few years now, technology has become a standard for customers. The fact of having
an Internet site or a Twitter account is no longer sufficient, banks have understood this well and have
adapted their offer accordingly. More generally, digitalization is the transformation
from a traditional business through technology, to better serve customers. In the
In the case of banks, customers can continue to visit branches to carry out their transactions.
operations, but she also has the option to do it through banking apps or platforms
online. If it was very innovative a few years ago, it has become the norm and companies
Companies that did not understand this trend find themselves in difficulty.31

2.2 A brief history of digitalization:

Two periods, three cycles, and four industrial revolutions:

The economic history of the last two centuries of the previous millennium can be summarized by
the graph below, distinguishing two essential periods: that of industry and that
voices and data. The three Kondratiev cycles (1892-1931) each show a
phase of ascent followed by a phase of decline and then again an upward recovery. These
cycles correspond only to the first two industrial revolutions. The third
revolution, that of information technologies, begins what should be a fourth
cycle. But we see that the curve has been rising for nearly 70 years and that nothing suggests that
this day to foresee a phase of decline. The peak of the ascending curve corresponds to our
days and marks the beginning of the fourth industrial revolution.

31Bruno DOMINGUEZ MARTINEZ, What will be the future of banking agencies, with the development of the
Digitalization? Bachelor work carried out with a view to obtaining the HES Bachelor, University of Applied Sciences in Business Administration
Geneva (HEG-GE), Geneva, 2018, page 14.

27
ChapitreI : Banking and digitalization

Figure No. 01: the phases of digitalization.

Source: [Link]/Digital/Digitalization_world.htm.

In 1945, John von Neumann introduced a standardized notation for writing

instructions for data processing and the data itself. Instructions and data
were thus manipulated in the same way by a machine, paving the way for the computer
modern. The transistor was invented in 1948 by John Bardeen, William Shockley and Walter
Brattain, three researchers from Bell Labs.
appeared around 1950. The concept of the microprocessor dates back to 1969. But it is necessary to
It took until 1974 for Intel to market its 8080 model that equipped the very first PCs.
such as the MITS Altair 8800 and the Imsai 8080. The synergy between these components, increasingly less
expensive and increasingly miniaturized, and the brilliant idea of Steve Jobs and then Microsoft to make it
an application accessible to all has triggered explosive growth in computing that
we know currently.

We can summarize the impact of digital on our world in three stages:

28
Chapter I: Banking and digitalization

1– The era of mainframes (1970-1990): these are large central computers used for
to accomplish a very small number of repetitive tasks, such as a company's payroll
or other administrative tasks.

2 - The era of micro-computing (1990-2020), where computers become accessible to

everyone, and offers the user a graphical interface to manage different tasks. This era makes
user-friendly computing requires less and less specialized personnel.

3 - The era of artificial intelligence, which is now at our doorstep. It allows to solve
complex tasks with a high degree of uncertainty: translating a human's question,
evaluate the probability of correct answers, among the choice of several million, in one
milliseconde, et fournir la réponse adéquate sous une forme compréhensible.

2007, the year that will change the world

The year 2007 is like a great wine: an exceptional vintage that was the one where
Computing made a big leap. What was so special? That year, a beam
d’entreprises et d’innovations émergentes a transformé la manière dont les individus et les
machines communicated, created, collaborated and thought. First there was Steve Jobs who
reveals a small revolutionary object that one would put in their pocket: the iPhone. A little
Previously, in the autumn of 2006, the social network reserved for high school students, Facebook, opened to everyone.

individuals from around the world, aged over thirteen and equipped with an email address. In 2007
always, a microblogging platform called Twitter was internationalizing, while
Google launched its Android operating system, popularizing smartphones other than
the aforementioned iPhone and its iOS system. In an apartment in San Francisco, Airbnb was born.
while Amazon was marketing the Kindle. And it was still in 2007 that a team from IBM
débutait le développement d’un ordinateur cognitif du nom de Watson, celui-là même qui
participated in February 2011 in three rounds of the television game show Jeopardy!, at the end of which he

won the game. Finally, Intel reinvented the fundamental component of the digital age, paving the way
to a new generation of faster and less energy-consuming processors. Yes,
"Clearly, 2007 was an exceptional great vintage."32.

[Link]/Digital/Digitalization_world.htm consulted on 01/11/2021 at 00:00.

29
Chapter I: Banking and digitalization

Figure no. 02: social networks in the world.

2.3 The advantages and disadvantages of digitalization:

Digitalization, like any evolution, has advantages and disadvantages for
its users, this depends on the level of mastery of the latter, but also on the relevance
of its use.

2.3.1 The advantages:

The first benefits that digital services offer to banks are an image
of brand and better market responsiveness. Banks that offer such services
would be seen as leaders in the implementation of technology, especially as
the latter provide an opportunity for banks to maximize their profits.

Time savings:

The fact that customers carry out the majority of their transactions online through various
channels lead to time savings for bank employees. Indeed, thanks to digital technology,

30
Chapter I: Banking and digitalization

the client carries out these banking operations himself. This automation of services aims to
resulting in an acceleration of the processing time of operations.

Reduction of intermediation and transaction costs:

The distribution of online banking and financial services offers a new

distribution channel and a radical decrease in the costs of banking services and products.

According to LEMAITRE (1997), the cost of opening an agency is largely

higher than that of launching a website. It also emphasizes that a transaction made
per automation costs twice as much as in an agency, three times less by phone and seven times less by
internet.

A geographical extension:

Thanks to the implementation of new information technologies and

communications, banks today have better international coverage.

Clients can now manage their accounts 24/7 through websites,

mobile applications from all over the world.

Thanks to the online service, the bank is no longer constrained to offer its services in a
regional base, its accessibility to various electronic channels allows it to offer its
services all over the world.

Product differentiation:

Thanks to the development of ICT, we are currently witnessing a significant differentiation of

products and services offered by the bank, which brings it new
comparative advantages.

The internet network allows the bank to identify the client's requirements in a way that
be ready to easily meet all their needs.

Customer-bank relationship management:

The technological evolution that the banking sector has experienced has largely benefited the

relationship between the bank and its clients; an increasingly strengthened relationship thanks to a
simple personalized contact and made easy by ICT. With the emergence of these new
Online services, banks demonstrate the importance given to customer satisfaction.

31
Chapter I: Banking and digitalization

Digital services allow customers to benefit from the following advantages:

24/7 availability and the elimination of constraints related to hours and

bank branch opening days. The customer can now carry out their
operations at any time and anywhere, with a simple connection
internet and from mobile devices.
Quick and continuous access to information.
The simplicity of use with the variety of channels offered: banking in
line gives its clients the possibility to carry out their operations by means of
of communication that suits them while ensuring ease, clarity as well
that the speed of execution of operations.
Online services reduce the importance of the geographical factor. The customer
the ability to quickly and easily perform operations from its
domicile, and from everywhere in the world. The waiting time to queue for
access to the counter is eliminated.
Diversification and customization of products and services.
Finally, the main advantage is time saving.

2.3.2 The disadvantages of digitalization:

Digitalization also has disadvantages such as:

The absence of the human contract:

Even though, since the development of online services, customers visit less
Regularly at their agencies, they remain nonetheless attached to their local agency.

According to LAMIRAULT 33 (2017) customers want an 'à la carte' relationship with their
banks for everyday transactions. However, for commitment products and services,
they prefer to maintain a physical relationship with a advisor. The need for human contact but
also, security and trust remain fundamental.

33LAMIRAULT collective, the evolution of the banking world in the digital age, 1st edition, March 2017.

32
Chapter I: Banking and digitalization

Complexity and security:

Complexity relates to the ease of completing a transaction. With the evolution quite
Despite the rapid expansion of digital services, some clients still poorly master the computer tool.

The security of online services can be compromised from both the client side and
from the bank because both can be victims of hacking. The latter must
constantly be at the forefront to prevent any hacking or data interception.

Large withdrawals are impossible, the amounts for withdrawals at ATMs.

are limited.

Remote banking does not substitute traditional banking. Because while it appeals to a clientele
active, which are the youth, it does not please those who show a greater resistance
to the changes.

The internet remains slow, broadband is not widespread, download times can
proving to be long.

2.4 What tools are used in digitalization?

If you want to proceed with the digitization of your business, you need to leverage a
a certain number of tools related to the world of the web. For some digital transformations,
You may need to resort to personal data present in Big Data.
Here are some of the tools used during digitalization:

2.4.1 Websites:
Today, a company's website is the first showcase visible to the customer.
This can be visited and consulted by internet users from all over the world. The image that
the return of the website will have an immediate impact on the intrinsic perception of the products or
Offered services. A beautiful store front, clean and well-lit, will attract you a lot.
more than a neglected facade with broken lighting, even if the 2 stores
offer exactly the same services or products. There is no difference with the sites
internet. A recent, trendy, and user-friendly site will convert better than a
old obsolete site. Consumers use the internet and more specifically Google to
to research the products that interest them. Hence, the website is often the
first approach they have to the company.

33
Chapter I: Banking and digitalization

2.4.2 Mobile applications:

More than 60% of French people use their smartphone or tablet rather than their
computer to connect to the internet, this means that browsing on mobile phone and
tablets exceed the browsing time on computers. It is therefore natural that digitalization
also involves the smartphone. Whether for employees or clients, it is indeed
possible to design a mobile interface to collect and report more quickly the
information about employees, but also to stay close to customers through the
mobile phone. Different options are available, it is possible to develop a
mobile application or a mobile-friendly website. However, the trend seems to
to shift towards progressive web apps that would be the perfect fusion of these two models.

2.4.3 Business Software:

These are powerful tools that developers create in order to enable
to automate daily tasks while making life easier for collaborators. Thus, for
make activities more qualitative and simpler.

Business software has become an essential component for mastering and accelerating
its development. Excel spreadsheets are outdated, the performance needs
evolve continuously.

Many business tools exist:

CRM.
Performance measurement software.
Mobile sales entry.
Room booking software.
Automated appointment software.

2.4.4 Newsletters and landing pages:

The communication of a company is an essential variable in the
development of its revenue. Good communication, effective tools and
An optimal strategy is now mandatory.

[Link] The newsletters:

Among the available digitalization tools, newsletters are emails that
companies address their contacts (clients, partners, etc.) to better inform them of their

34
Chapter I: Banking and digitalization

new products and services. The changes occurring in the company are also
reported in the newsletters.

[Link] Landing pages:

In terms of digitalization, landing pages are a powerful weapon. A landing
Page, also called landing page in French, is a web page
distinct created for marketing or advertising purposes aimed at increasing rates of
conversion. Internet users therefore 'land' on a landing page after clicking on a
link contained in an email, or on advertisements from Google, Bing, YouTube, Facebook,
Instagram, etc.

35
ChapitreI : Banking and digitalization

Conclusion :
Companies must adapt to new technologies, as well as to their
regular change. They undergo a transformation known as 'digital', despite

Its limits, and sometimes significant costs. The digitization of companies remains a
mode, an obligation that will bring satisfaction by adapting a good strategy
the company and their client.

But the digital transformation of the banking sector is not simply about
digitize the existing. It is about reinventing the established models by simplifying the experience.
client and by offering new services that fill a gap in the journeys
traditional.

36
Chapter II: The bank in the digital age

Introduction:
During the last two decades, the financial sector, particularly banks, have
underwent major transformations regarding their offer which is diversified and to the means and
techniques used. The revolution is accompanied by a renaissance; indeed, the contribution of progress.
Technology in the banking industry takes various forms and is most often accompanied
regulatory adaptations that allow for the dissemination and implementation of new
technical solutions. The main progress lies in the internet technologies in a broad sense
and its distribution and especially in the uses of the clientele.

The technological revolution occurring in the banking sector gives rise to

a new form of banking. The so-called traditional banks or also known as
old banks make way for the emergence of a new, more flexible bank
close to its client.

A bank with less complex procedures but which retains these strengths
namely security, availability, reliability, and trust1These banks also offer
in addition to services exclusively online thanks to the internet and the development of
dedicated applications for various banking products and services.

1Yves EONNET AND Hervé MANCERON, Fin Tech: THE BANK STRIKES BACK, (2018), page 20.

37
Chapter II: The bank in the digital age

Section 01 : la conception de la banque digitale.

What is a digital bank:
The digitization of banking practices translates into increased mobility, operations
faster, easier remote access but also more social interactions around the
topics related to banking. A trend that does not seem poised to fade away.

Digital Banking (or digital banking, in French) corresponds to the evolution of the
relationship of a bank with its clients under the influence of digital2It covers four aspects.
mainly: mobility, instantaneity, distancing, and interactivity.3

1.1 Other definitions of digital banking:

The digital bank "is a bank that offers a set of banking services through
electronic means, and thus essentially, via the internet. A digital bank allows
thus, to its clients, to ensure the management of a bank account with possibilities of
consultation of transfer account, obtaining credit or even investment
in different financial products.4
A digital bank or virtual bank is a credit institution whose services
offered are completely dematerialized. You just need to have a client space with
the bank in order to manage her account. It offers the same operations and services
such as physical banking, ordering checkbooks, balance inquiries, the
savings and insurance products, etc.

The notable difference between the two types of banks is the freedom offered by the model.
en ligne pour gérer les transactions depuis un appareil personnel connecté.

Digital banks provide additional services compared to traditional banks.

traditional. Among other things, we can mention the innovation, speed, and savings that characterize
these virtual banks. Aware that subscribers want to access and manage safely
freedom and with complete security for their account, they therefore offer very innovative services such as
online check recording or SMS alerts for each transaction

2
Digital relates to communication through intangible media, to digital technologies, to
different networks. It allows for consumer support in everyday life with all the
necessary tools such as a virtual advisor for example.
3[Link] consulted on 27/11/2021 at 14:46.
[Link]

38
Chapter II : The bank in the digital age

carried out on the account. They also allow for saving time and money in

offering their clients the ability to access their account via a computer.

2. The transformation of banking professions and the emergence of the business model:

In a constantly changing context, retail banking is adapting and transforming.

Its business model, processes, and organization are evolving, and consequently, the professions.
banking operations are affected.

2.1 The transformation of the banking profession:

Recent technological developments are quite disruptive to lead to

sometimes very rapid change in the economic model in many banking professions,
but their implementation is long and complex5and the results are not always consistent
to expectations, despite significant progress in the management and control of projects.

Beyond the numerical changes, agency jobs are transforming. The workforce
receptionists are decreasing and their missions are changing, shared reception is developing,
conseillers de clientèles doivent montrer en compétence et en expertise, voire, se spécialiser, le
role and place of margins evolve. We will be interested in the evolution of the three most important professions

susceptible to undergoing a mutation in the bank:

2.1.1 Evolution of the Back Office Manager profession:

The back-office profession is defined as all support activities,

control, business administration. These activities are quite standardized, involve lows
salaries and are consequently relatively automatable.

First of all, the evolution of this profession involves the dematerialization of instruments.
payment that eliminates physical transactions. The trend in this profession has led to
a true dematerialization of the paper check, which will be gradually replaced by a "
image-check obtained by reading a barcode which will result in considerable savings
the paper. This trend is also manifested by the development of 'paperless offices'
passes today through the electronic imaging of documents at the base of operations
banking, each document is scanned and then processed electronically. The Manager of
Back-Office may be called upon to develop its interactions with the client and thus see its
activities to transfer more to the Middle Office and he will have more time because

5 Olivier PASTRE (2005): "The new banking economic" Economica edition, Paris, p. 89.

39
Chapter II: Banking in the digital age

less solicited. Indeed, the effectiveness of this profession would now depend on the abilities
relationship of the Back-Office manager with clients. At this stage, this profession will therefore have to

develop new skills particularly regarding relational ease and the

stress resistance.

2.1.2 Evolution of the job of personal account manager:

The personal account manager is the main point of contact for the client with their bank.
Listening to their needs, he advises them on products and services in order to respond to
better to his expectations.

The arrival of digital technology continues to disrupt the job of customer advisor, this is
noted through the decrease in agency visits and the massive development of usage
remote channels in the processing of banking operations.

The role and profession of the account manager is set to evolve: towards more relationship
client and more advice. In a new enhanced technological context, banks must
to be up to the task, and the emphasis must be placed on the personalization and relevance of the service
brought to the client. On the other hand, the role of customer advisor must now be carried out with the
next-generation tools made possible by the internet.

On the other hand, we will need to think about a much more specific specialization of the profession of

customer service representative who must be versatile or specialized in a distribution channel

even in a particular profession. Whatever it may be, the personal account manager of tomorrow will
must have access at least to as much information as its clients and within the same timeframe
optimal.

The changing habits of its clients finally implies a form of flexibility and
of adaptability on the part of the personal account manager, for this the agencies are called
to review their opening hours, the range of hours is therefore widened.

2.1.3 Evolution of the agency director profession:

The branch manager is a crucial element in the success of bank distribution.

of the agency he oversees. He can take on several roles, that of a financier,
manager. He is also responsible for the development of his business.
agency in the geographical area in which it is located. The job of the agency director
is one of the banking professions most impacted by the development of digital technology in the
banks.
40
Chapter II: The bank in the era of digital

The role of the agency director is set to evolve. And, their profession can benefit from a
power and a much greater autonomy. Digitalization should allow for
facilitate the exercise of the profession and in particular the control operations through
the automation of the operations of the latter.

2.2 A new business model for banking:

The development of information and communication technologies, and more

particularly the Internet, has increased competition in the banking sector and favored the
separation between the production and distribution of financial products and services. Indeed,
the arrival of the Internet gives a new dimension to convergence and deconstruction of
value chain by reducing information costs and lowering barriers
at the entry into the financial sector.

The convergence occurred at three levels:

Convergence of offerings; by expanding their product range, banks and

the insurance companies went directly into competition,
Convergence of the subsectors of the financial industry; banking activities,
insurance and asset management have become increasingly intertwined,
Reconciliation between financial institutions and non-financial actors.

The concept of 'Business Model' (BM); a concept that has led to numerous
attempts to clarify in the literature due to its dynamic dimensions. Then, we
we will be interested in the application of this concept to electronic services, then qualified as
Electronic Business Model (e-BM).

2.2.1 Business model :

One of the first developed definitions of this concept was provided by Timmers (1998).
He defines a BM as being:

A structure for the flow of products, services, and information including a

description of the different actors in the model and their roles,
A description of the potential benefits for each actor in the model,
A description of the sources of income.

While for Loilier and Tellier (2001), a BM can be assimilated to the way with
which the company creates value.

41
Chapter II: The bank in the digital age

In fact, defining what a BM is a difficult exercise because this concept is associated with
dynamic dimensions such as value creation, competitiveness, and change
organizational. Magretta (2002) specifies that the common mistake regarding business models is to
considered as a strategy: 'Business modeling is the managerial equivalent of the
scientific method - you start with a hypothesis, which you can test in action and revise when
necessary. For this author, the BM describes a system, how the company manufactures.
and sells a service or a product.

Whatever definition is chosen, it is important to separate the concept of BM from

that of strategy and to consider it as a dynamic concept that is constantly being
caused by market conditions, technology, regulation, inter-firm relationships,
etc.

2.2.2 E-business model :

The development of information and communication technologies, and more

particularly the Internet has generated new activities resulting either from innovation
technological (for example, Internet portals), de-integration of value chains
(for example, credit comparators), or a new channel (for example, brokers
online). These activities then led to the emergence of new business models or redefined those that
already existed (Applegate, 2001).

The term 'Electronic Business Model' (e-BM) then appeared to qualify the
BM of these new activities. A concept derived from that of BM, it is also difficult to define and
can be apprehended in different ways. That is why many authors have tried
to define it through a heuristic approach, that is to say based on their market observations.

This results in a diversity of studies both on the number of identified e-BMs and on their
features: Timmers (1998) counts eleven different types, five for Loilier and Tellier
(2001) and nine for Rappa (2001).

Even if several similarities are detected, a beginning of convergence between these

The typologies were established in 2001 based on the analysis of value creation. Indeed, Timmers
(1998) has a vision that is very focused on the internal dynamics of e-BMs and their interactions.
with the environment. As for Mahadevan (2000), he favors a 'macro' view in
which e-BMs depend on the types of relationships between actors in the same market. The article
d’Applegate (2001) marks a transition by proposing a classification of e-BM very

42
Chapter II: The bank in the digital age

precise regarding the creation of value for the e-BM (sources of differentiation, revenue and
costs incurred), but the value created for customers does not hold a central place in it. It is necessary to
waiting for the article by Novak and Hoffman (2001) to arrive at a reflection that reconciles these
different dimensions of e-BM. Indeed, Novak and Hoffman present a 'Customer Model
Integration » in which the definition of an e-BM is linked, jointly, to both the "
value models for customers (value model) as well as 'revenue models' (revenue)
model).

In fact, the main specificities of e-BMs that evolve in a foundation-based economy

on the networks result in:

Profitability is only achieved with the development of the usage of a good.

(We talk about 'experience goods') because consumers are not motivated to buy.
They make online transactions when they doubt the quality of the products or the level.
of the security of the operation. Once the 'reputation' of the e-BM is established, this type of barrier

psychological fades;

Profitability is determined by the "attention" given to the e-BM. In fact,

The internet provides a large amount of information that is easily accessible, permanent and
inexpensive. Many BM then try to take advantage of this by setting up a website.
informational. Thus, gradually, competition in physical markets has
moved to the Internet. However, the abundance of company websites that sell the
the same products have reached saturation. Far from increasing their visibility, companies have
generated an 'attention shortage'. It is therefore imperative for an online bank, in order to '
capture the attention of customers from other banks already having Internet Banking services,
to offer a value higher than that provided by its competitors. This requires
significant investments (in service development and customer acquisition) and
explain the strong negative free cash flows of e-BMs at the beginning of the cycle;

Profitability depends on technological infrastructure and the ability to create value.

the offer on the Internet. In fact, unlike a BM, e-BMs are characterized by costs
very important technological infrastructures (computers, office equipment, database servers
data, IT maintenance, network equipment, etc.). This infrastructure
technology can be the basis for acquiring a competitive advantage as soon as it
improves the storage, search, sorting, filtering, and dissemination capabilities of

43
Chapter II: The bank in the digital age

information (Applegate 2001). This simultaneously increases the value of the information itself.
even (and the service provided to customers in general). But the high fixed cost that represents the
technology can only be amortized when a critical number of customers is reached. However, such a
The acquisition takes a long time to complete.

Finally, it is noted that the expected gains from Internet Banking services are
more indirect, that is to say, they come from efficiency at the expense of productivity in value.
Even before the advent of online banking, Rowe (1994) had noticed that the
The IT expenses of French banks were increasing faster than productivity.
he perceived in this phenomenon a confirmation of the "Solow Paradox."6

3. The difference between digital banking and remote banking:

3.1 The digital bank:

According to Sharma GAURAV, a prominent specialist in Fintechs, digital banking7done

an integral part of the broader context of the evolution of online banking services, through
which banking services are provided through Internet access.

The transition from traditional banking to digital banking has been gradual and ongoing.
Moreover, it is also manifested by different levels of digitalization of banking services.
Digital banking generally involves a high degree of automation of processes and
services provided via the web and can rely on APIs8allowing collaboration between
various institutions to provide banking services and enable the execution of transactions.

How have digital banking offers evolved?

1960s: launch of the first automated teller machine (ATM) in Sweden;
1980s: emergence of the first high-speed internet services;
1990s: generalization of access to the Internet;
2000s: the development of e-commerce and remote banking services (Online
Banking, SMS Banking, debit/credit cards have given rise to the banking service.
digital that we know today;

6
J-M Sahut, J-S Lantz, What Business Model and Performance for Online Banks?, Management &
Future 2011/2 (n° 42), pages 232 to 246
7consulted 12/12/2021at 1:30 AM.
8An API is a set of definitions and protocols that facilitates the creation and integration of software.

of applications. API is an English acronym that stands for 'Application Programming Interface', which is translated
by application programming interface.

44
Chapter II: The bank in the digital age

2010s: the proliferation of smartphones and the development of banking applications

mobiles now allow for remote transactions without resorting to a
GAB or a computer.
What is a remote bank?

A remote bank offers digital banking services to individuals

generally through a banking application for smartphones, an online customer space or a
mobile phone. It stands out, in its economic model, by the absence or the very low
number of physical agencies and customer advisors, the high automation of its processes
(account opening, client advice, regulatory reporting, credit decisions, etc.), this
which allows him to reduce his operational costs and offer more competitive services,
friendly and with more speed.

With the digitalization movement in the financial sector and the evolution of the
regulation, banking services are no longer confined within the walls of banks. Indeed, to
through different partnership models, new actors are intervening today in
the provision of financial services to individuals and businesses. It involves
example of:

Mobile phone operators;

E-commerce platforms:
Giants of the Internet (Google, Amazon, Facebook, Apple, Microsoft);
Fintechs ;
Payment service providers;
Neo-banks.
4. The strengths and challenges of digital banking:
Digital banking has brought many advantages and opportunities to the sector.
banking and clients or this last one is not without risks, this point tries to mention the
known advantages and risks.

4.1 The advantages:

We find advantages from the perspective of the bank and the client, we start
by the bank;

45
Chapter II: The bank in the digital age

4.1.1 From the bank's perspective:

Les bénéfices qu’offreles services de banque digitale sont nombreux, en effet cette interface
simple is effective provides undeniable power allowing for a better
brand image and better market responsiveness. The main objective of any company
is to maximize its profits, the bank is no exception, the integration of technologies
contributes to the creation of high value-added products.

Time saving:
It is known that with the internet, the customer can now carry out their own banking operation.
from anywhere and at any time. This allows for time savings.

Reduced or almost nonexistent bank fees:

One of the most well-known advantages of a digital bank is that banking fees are
lower than those of traditional banks. The distribution of banking services via the internet
offers both a new distribution channel and a reduction in banking service costs.

Moreover, the rapid development of technologies in the banking sector has allowed for
a very marked decrease in acquisition, processing, and transmission costs
information, and reducing administrative constraints, thus leading to a decrease in
expenses and charges borne by the bank.

A geographical extension:
The digitized bank in its own nature is based on the integration of technologies.
These banks are designed to expand geographically. Thanks to the internet there is a
best national coverage. Indeed, economic agents can intervene on the
financial market, through, websites, to perform financial transactions on the internet,
check balances and manage their accounts.

The aim of this extension is to make various financial services accessible to

the clientele. Such market expansion can extend beyond national borders and
touched the international.

Unique services:
In terms of innovation, online banks are each developing their own list of services.

Nowadays, and thanks to the development of ICT, we are witnessing a wide differentiation and
variations of services and products.

46
Chapter II: The bank in the digital age

Indeed, thanks to the establishment of the internet network within the banking sector, the products
and the financial services that banks offer to clients are increasingly rich and they
characterized by novelty, diversity, differentiation, personalization, and quality.
The internet network allows the bank to understand customer requirements in a way that it is ready.
to respond to all their needs easily.

Customer relationship management:

Another major advantage of digital banking is the management and control of customer relationships.
distance. Indeed, ICTs have greatly favored the relationship between the bank and the customer.

With digital transformation, open banking is an opportunity that allows for better
knowing your client. This promotes the personalization of the relationship, and the optimization of
the customer experience by the ability to better meet their expectations and needs
specific.

4.1.2 From the client's perspective:

Time saver:

One of the most important advantages from the customer's point of view is time savings.
grâce l’automatisation du traitement des services bancaires.

Availability 24 hours a day, disappearance of conditions related to hours and

bank agency opening days. The client can carry out their operations at
anytime.
The internet reduces the importance of the geographic factor. The customer therefore has the

the possibility of quickly and easily carrying out banking operations without
must travel.
Ease of use:
The digital bank gives the customer the opportunity to carry out their own banking transactions.
by the means that suit them. Customers can now always maintain control over
their account with just a few easy and quick clicks on their mobile or tablet... etc.

High interest rate:

When a bank is fully online with its services, then the reduction of
infrastructure and overhead costs lead to an increase in interest rates on accounts
savings and a decrease in loan and mortgage rates in favor of the client.

47
Chapter II: The bank in the digital age

The evolution of technologies within the banking sector and the diversity of applications in
Time threads offer a range of information and functions for comprehensive management.
for the benefit of the customer.

Digital banks and COVID-19:

The COVID-19 pandemic had a very strong impact on the global economy. Indeed, the
restrictions and other measures taken have led to a sharp decrease in consumption and
production. This explains to some extent the economic downturn and the crash.
scholarship holder of 2020. The legal restrictions on travel and gatherings have
also trained the suspension of many industries (transport, catering,
accommodation, tourism, culture, film production, live performances, events
sports). Activities have an impact on the industrial sector (aerospace, automotive,
equipment suppliers...) and their subcontractors.

Unlike traditional banking, mobile banking has a good card to play during this
exceptional health context, in other words, contact restrictions and distancing
imposed social and which represents a handicap for a physical bank, is only an advantage
certain for an online bank given that customer relationship management and service delivery
Remote services are the very essence of mobile banking.

4.2 The limits:

With the increase in the use of online banking services, the threat of
the banking sector is growing at a frightening pace.

This business is exposed to strong aggression, thus threatening the protection and security of
client data.9

Privacy risk:
The bank is one of the riskiest and least reliable fields when it comes to protection.
customer data is concerned. Indeed, there are several techniques and modes of violation.
of personal data protection.

Banks are facing attacks, internal malware can threaten the

data security of the bank. For example, sharing personal information of
clients to unknown shots without their approval, collecting more information than necessary

9Gupta, Eecha, digitalisation of Banks, SYMBIOSIS centre for management studies NOIDA, PDF, 2016,
page34.

48
Chapter II: The bank in the digital era

or incorrect registration of client data, losing this data for reasons of

inappropriate securities.

Operational risk:
This type of risk is largely the most associated with digital banks and the most recognized.
Many dangers can arise from weaknesses in implementation and design.
bank systems leading to inaccurate and imprecise processing of transactions,
compromising the integrity of information, in the protection and confidentiality of
information and leading to the interruption of the systems and exchanges of the bank.

The technological insufficiency, negligence of clients, and fraudulent actions of

employees become a potential source of operational danger that causes losses to
banks.

No counselor to meet.
By using a digital bank, the client is not followed by a bank advisor.
can meet, as is the case in a traditional bank. Even if it is still
It is possible to contact an advisor by phone, the client does not know who they are speaking with.

Reputation risk:
This danger consists of having negative attitudes from most clients towards their
banks which leads to a critical loss of funding or customers. Such dangers
occur activities that lead to a real loss of general trust from customers.

The main reasons for this danger may be the system or an element that does not attempt.
to meet customer expectations, huge gaps in the system, security breach,
insufficient information about financial products, which leads the concerned clients to
stop using certain financial products and services or completely leave their bank.

Legal risk:
The legal danger arises from the violation or non-compliance with laws and regulations.
or prescribed practices, or when the legal rights and obligations of the various
transactions are not well established. Other reasons for these legal dangers are the uncertainty
or the doubt about the legitimacy of certain agreements made through electronic media or
the disclosures of data concerning customer security. A customer, who is not
sufficiently informed of his rights and commitments, cannot take precautionary measures
necessary in the use of banking articles or services on the internet, it can cause

49
Chapter II: Banking in the digital age

unwanted exchanges and unwanted lawsuits against the bank or others

regulatory approvals.

Avantages et inconvénients de la banque digitale aux professionnels :

Tableau n°03 : atout et points sensible de la banque digitale.
The advantages The disadvantages
100% digitized service. No funding.
Access to services at any time. Checks and cash complicated to
Very competitive rates. manage.
Virtual advisor.
Month of trust that a bank
traditional.
Source[Link]
5. What is a digital service?
Before presenting the concept of the digital service, we will define the process of
service and banking service, then we move on to digital service.

5.1 Definition of a service:

Service activities have widely developed in recent times, and

their specificities require an adaptation of the marketing tools that were initially
designed for consumer products.

The services include many sectors: banking, insurance, transport, hotel,

car rental as well as many liberal professions such as doctors and lawyers
accounting experts, etc. Most of the services offered include both products and
services10Etymologically, the word 'service' comes from the Latin 'servus', which means
slave. It should also be noted that the first definitions of the notion of service date back to the 18th century.

century where the latter is described as "any activity other than agricultural production".
revenge, specialists in the field explain the service as follows:

A service can be defined as 'a performance subject to exchange, but which does not
11
does not give rise to a transfer of ownership." It can thus be said that the service is a

10HABI.K et LAKBAL.S. La Réalité d’application du Marketing bancaire. Cas : BNA de Tizi-Ouzou. Mémoire
Master's in Business Sciences. 2015, p. 15
11Philippe RAIMBOURG "MARKETING" 2nd edition, Bréal edition, 2006, p. 150.

50
Chapter II: The bank in the digital age

transaction made by an entrepreneur or a company in which the exchange is different from

the transfer of ownership of a tangible asset.

For LANGEARD.E and EIGLIER.P, service is "the result of the interaction between
three basic elements, the client, the physical supports, and the contacting personnel, this result
constitutes the benefit that must satisfy the customer's need.12

Finally, for HOROVOTZ.J, the service is "the set of provisions that responds to
customer expectations based on the price image and ongoing reputation.13

5.2 Definition of a banking service:

Banking services represent the entire range of products and services offered by a
bank.
The most known banking services are:

5.2.1 The bank account:

The opening of an account is the gateway to customer knowledge to ensure a

strong business relationship, loyal and adapted to the life cycle of products and services of
client14In everyday language, a bank account or checking account is opened in a
bank to deposit secured funds to carry out financial operations.15

Indeed, the bank and the client sign an account agreement that defines the terms.
operational. On the other hand, the client must receive the pricing information for services in
link with the account.

5.2.2 Bank Account Details (RIB)16:

The RIB is a paper document that contains the identity of the holder of a checking account.
and its bank details. It allows to communicate its domiciliation to receive
transfers and/or settle invoices by direct debit notice or TIP or bank account details includes several
identification information.

12LANGARDE., E. and EGLIER., P. "Servuction, the marketing of services", Edition; Mc GRAW-HILL,

Paris, 1987, p.16.
13HOROVOTZ., J. « La qualité du service à la conquête du client », inter éditions, Paris, 1987, P.9.
14consulted on

10/12/2021 à 17h41.
15Consulted on 12/10/2021 at 5:55 PM.
16Mc BELAID, et all. Comprendre la banque, Alger : Edition pages bleues internationales, octobre, 2015, p20.

51
Chapter II: The bank in the digital age

Figure n° 03: the bank identity statement.

Source[Link]
banking/opening-and-closing-an-account/the-RIB/

5.2.3 The range of scripted payment methods:

Currently, banks provide a range of means suitable for automation.

of transaction processing and the gradual dematerialization of monetary supports.

Generally, the following means are recorded:

[Link] The check:

LUC BERNET-Rolland 17defined the check as 'a written document by which a person
named the shooter gives the order to another person named the drawn to pay a certain
sum to the holder or to a third party, referred to as the beneficiary up to the amount of funds deposited with the

I drew.

[Link] The Transfer:

The transfer is an operation that allows the transfer of funds from a giver's account.
transfer order issued by the

17BERNET-ROLLANDE Luc, « Principe de technique bancaire », Ed, DUNOD, Paris, 2008, p63.

52
Chapter II: The bank in the digital age

The debtor is addressed to their bank in order to make a transfer to another bank or to a
another account of the same bank.18

The transfer has many advantages: it is easily automatable. Its use

is very simple, cheaper, and the risk of unpaid bills is nonexistent; its content
the information is extensive.

[Link] The direct debit notices:

The direct debit notice is an automated means. It allows various organizations to

automatically recover debts that have a certain degree of regularity from
Numerous debtors. Direct debits are used very frequently for payment of
electricity or telephone bills, for those of a loan installment, and in a way
general, for repetitive debts.19

[Link] The commercial effect:

The commercial paper is a negotiable instrument that represents a claim for a sum of money.
stipulated in the short term20Commercial papers encompass different institutions that make

of them, either means of payment or means of credit, the most important are
the bill of exchange, the promissory note, and the warrant.

5.3 Definition of a digital service:

Digital service refers to a group of services based on technologies of
information and communications that encompass electronic marketplace services,
research on the web and/or computer science.

Digital service refers to a service provided over the Internet or an electronic network.
and whose nature makes their provision essentially automated and involving a minimum of
personnel, and impossible to ensure in the absence of information technologies, including
notably.

18DOMINIQUE RAMBURE "Payment Systems", Ed, ECONOMICA, 2005, Page 56.

19HAMDI Leila and IMOUSSOURA Djamila (2017) "The modernization of payment methods Case CNEP-"
Bank » Master's thesis in economic science, MOULOUD MAMMERI UNIVERSITY OF TIZI-OUZOU, page
23.
20Michel JEANTIN & Paul Le CANNU 'Commercial Law, payment and credit instruments Businesses'

in difficulty" EDITIONS DALLOZ 1999, page 138.

53
Chapter II: The bank in the digital age

5.4 Classic service vs digital service.

5.4.1 Distinction by definition:

According to KOLTER and DUBOIS: "the service is an activity or an operation subjected to

the exchange is essentially intangible and does not result in any transfer of ownership.
service may or may not be associated with a physical product.21

According to TEBOUL James: a service represents 'Everything sold in the

commerce and that one cannot drop on one's foot. A service is an act, a
performance, an effort: defined by RATHEMELL (1966).

On the other hand, the digital service will be defined as a service executed in its entirety.
by a technical system, when a user invokes a system based on technology
of information, and automation that creates the desired result.

The term digital services refers to the electronic delivery of information, y

includes data and content across multiple platforms and devices such as the Web or
the mobile.

5.4.2 Distinction by characteristics22 :

Services can be defined by four main characteristics (specificities) that
differentiating them: immateriality, simultaneity, heterogeneity, and the importance of personnel
in contact, distinguished by Dumoulin and Flipo (1991).

Kolter and Dubois23(1997) retain the intangibility, the heterogeneity,

inseparability and perishability better known as the IHIP characteristic.

21DUBOIS. P.L and JOUBERT. A, "Marketing Foundations and Practices", 3rd Edition, Ed Economisa,
Paris, 1989.
22Philip KOTLER and Gary ARMASTRONG, principles of marketing, 8th edition, Pearson Education, France,

2013, p213
23WAEL TOUZi, Thecle Alix, Bruno Vallespir: Contribution to the development of a conceptual model of

service and service production. 9th International Conference on Modeling, Optimization &
SIMULATION, Bordeaux, France, June 2012.

54
Chapter II: The bank in the era of digital

Figure No. 04: the four characteristics of service.

Intangibility Inseparability

The services are

Services cannot
simultaneously and
to be seen, to feel or
listened to before the purchase. consumed: the performance
global is evaluated.

Services

Variability Perishability
The quality of services Services cannot be
depends on the context of their conservés pour être utilisés
implementation: person, you sold later.
place, medium period.

Source: Philip KOTLER and Gary ARMSTRONG, Principles of Marketing, 8th Edition
edition, Pearson education, France, 2013, p213.
The purpose of the comparison is not to minimize the IHIP framework; this mission has already been.
compiled by several authors in the past.
In the following table, the four characteristics of the service are compared to the
digital service.
Table 04: the IHIP model and digital service.
Service characteristic Applies to digital services
Intangibility Yes
Heterogeneity No
Inseparability Non
Perishability No

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Chapter II : The bank in the digital age

A. Intangibility:
Services are intangible or immaterial products that the consumer cannot neither
see, touch, taste or try before buying them. This feature
makes the assessment of services more difficult for the client, given that, he
only has the seller's word as a guarantee.

The concept of intangibility actually encompasses two (2) dimensions:

A physical dimension: the impossibility of seeing or touching the service.

A mental dimension: the difficulty of forming an idea about the service and its image.
The intangible nature of the service opens a big door to competition, given that
that, the service can hardly be patented.
Intangibility also applies to digital services, as they are delivered like
of pure services in terms of tangible/intangible continuity.
B. Heterogeneity: (variability):
A service is highly variable depending on the circumstances that govern its execution.
unlike goods whose quality can be controlled at the end of the chain
production. We note the fundamental role of the client, the importance of the relationship between the

provider and the client and the fact that the latter is directly involved in the design and
in the delivery of the service.

According to Eiglier and Langeard (1975), 'the same service leads to a different result depending on the person.

who provides it, the client who receives it and the moment when this exchange takes place.

However, this variability in service delivery can be controlled in different ways.

ways24:

Investing in a qualified workforce and providing regular training to them in order to

that everyone has the same level of skill.
Establish service delivery procedures to be followed.
Regularly assess customer satisfaction through satisfaction surveys.
generalized, the collection of complaints, suggestion boxes, etc.
Heterogeneity; does not apply because digital services can be provided
homogeneous, as mentioned by the previous authors.25

24[Link] consulted on 01/12/2021.

25EDVARDSSON, GUSTAFSSON, A, & ROOS, I. service portraits in service research : a critical
review. International Journal of Services Industry Management, (2005), PDF 16(1), 107-121.

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Chapter II: The bank in the era of digital

C. Inseparability:
The production and consumption of a service occur simultaneously. One does not
can, as in the case of tangible products, design, manufacture, store then
market intangible products as a series of separate actions. Furthermore, the
the production of the service requires the presence of the staff as well as the client. Whereas
for a product, the production phase is followed by the sales phase, for a service
these two steps overlap.26
Inseparability does not apply either, as the digital service is developed,
programmed before creation, just like goods are produced before being sold.
Thus, the consumption process does not affect its content.
D. Perishability: (the service cannot be stored).
Indeed, the storage of a service does not exist, since it consumes at the same time.
that occurs (Omran, 2006) and this thanks to a simultaneity that resides between the
production of the service and its consumption. (Ex: a vehicle that is not rented out
represents a loss).26 In conclusion, these specificities of services indicate
the importance of the interface between the two parties (Buyer/Seller) during the service
of a service. Also, we note that services are actions that respond to the
four previous criteria.
Perishability does not apply to digital services because they are produced on demand.

Based on the previous analysis, a new conceptualization of digital services is

proposed, the digital service offers a combination of several characteristics attributed either
to goods or to services.

They are focused on four key dimensions:

Intangibility. (We have already explained this concept).

The variability. (Explain already)
Evolution and high technology.

The digital service is an evolving service, which means it follows transformations.

technologies, the Internet and the digital revolution, particularly connected objects, have
upset our daily life.

26[Link] on 01/12/2021 at 19:32.

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Chapter II: The bank in the digital age

From now on, consumers are ultra-connected and use the internet in all
daily activities. Customer behaviors have changed and their expectations are increasing.
more sophisticated.

The client follows the challenges of digital transformations, and each time he wants to try.
everything related to technological development.

And when there is advanced and new technology, the service improves.

6. The different digital services27:

6.1 Banking sites:

Banking sites, also known as 'remote banking', refer to the secure space
which a bank client can access via the internet. These platforms offer the full range
online banking services to which the client is entitled under the contract they signed when
the opening of his account. The banking site allows you to check the balance of your accounts,
to make transfers and to record direct debits or to contact one's advisor
banking. Access to the site can be done from a computer but also from applications
mobiles. Access identifiers are provided by the bank at the time of signing the
contract.

6.2 Banking applications28:

A banking application allows access to bank accounts from a
Smartphone or a tablet. The latter can be downloaded from app stores,
such as Google Play and App Store. To perform these operations, all you need to do is register your
account with the identifiers issued by the bank. The main transactions, which
what can be done on one's personal online space is also available with a
application: account consultation, transfer, RIB issuance...

6.3 SMS Banking:

Banking SMS allows the customer to obtain banking information wherever they are.
He must subscribe to a contract that will allow him to receive SMS from his bank in order to
to have information about his account, his balance, as well as the different transactions

27
[Link] Ebook issues of digitalization in the banking sector. Discovering the
innovative and/or differentiating banking services, PDF, 2017, consulted on 07/09/2021 at 7:26 PM.
28 DIDIER GEIBEN, François Flouriot and Hervé Ducharne, "payment cards, new challenges and

perspectives, banking review edition, 2thedition, 2011, p32.

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Chapter II: The bank in the digital age

performed. Some data will be sent to him weekly, others under

alert form or if he makes the request via SMS with keywords and access code.

6.4 Emails:
Email (email, e-mail, mail) is a transmission service
written messages and documents sent electronically. The latter are used for
contact a bank (an advisor) if you need information or
complaints. It is one of the most commonly used services on the internet allowing to send
messages in the form of files, text, etc.

6.5 The call center:

It represents a telephone platform of the bank that the client can use.
phone call for possible information, a complaint, a suggestion, etc.

These are currently more developed within digital agencies due to

the possibility of making video calls with an advisor so that he can assist you
further orient.

6.6 The E-check:

The E-check is the electronic version or electronic representation of the check.
paper. The latter contains the same information and legal framework as a traditional check.
It can now be used instead of paper checks to make all transactions to
distance thanks to an electronic signature.29

6.7 Bank cards30:

6.7.1 Presentation of the bank card:
The payment system31is a mechanism that encompasses a set of instruments that
allow for the transfer of interbank funds, as well as ensuring compensation and the
payment order regulation. Among these instruments is the bank card (CB).

29Electronic signature: is a mechanism that ensures the integrity of an electronic document and
to authenticate the author by analogy with the handwritten signature of a paper document.
30MICHEL LAFITTE, "digital economy and financial services", bank review edition, P79,80.
31It is a system that involves entering information contained on a payment card, as such.

presented by the buyer and information about the amount to be refunded.

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Chapter II: The bank in the digital age

6.7.2 Définition de la carte bancaire :

The card has invested in a multitude of application areas today. It can, not
only to be a simple support of visual knowledge for the bearer, but also a
support of encoded information allowing various uses.32

The bank card is a means of payment, established by the institutions.

banking through a network, such as MasterCard, VISA, or American Express.
Express, and which allows for various operations, such as cash withdrawals at a
ATM, or even the payment for purchases at the
traders.

The bank card is a modern payment method that is an integral part

of the electronic payment system33she does meet its main function which is automation and the
facilitation of banking transactions.34

The bank card is defined as a form of scriptural money, used as

payment method or cash withdrawal, it is a modern payment instrument that is a
logical and complementary suite to fiat currency.

The bank card is a convenient and easy-to-use payment instrument that

allows its holder to withdraw or transfer funds, it takes the form of an issued card
by a banking institution allowing him to sign a contract with his bank and
to make payments and/or withdrawals.

For the acquisition of the bank card, it is necessary to have a contract between the client.
and the bank whose specific and general conditions are stated in this contract, the
content depends on the nature of the card issued and also on the aspects and conditions of
functions of the map.35

32DIDIER-PIERRE MONOD "means and techniques of international payment - import-export", 4thedition

ESKA, Paris, 2007, P25.
33Monetary technology is defined by the French Economic and Social Council (CESF) as 'the set of

computer, electronic and telematic techniques enabling the exchange of funds without paper support.
According to Mr. ZOLLINGER, electronic payment is the set of electronic means implemented to automate
bank transactions.
34MICHEL LAFITTE, "digital economy and financial services", banking review edition, 18, 2002, P78.
35C. GAVALDA, J. soufflet "banking law, institution-account-operation-services", LITEC, 2 ème ed

Paris, 1994.

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Chapter II: The bank in the digital age

6.7.3 Where to use the credit card?

[Link] Automatic bank machines: ATMs and cash dispensers:

They are machines that allow cardholders to perform

cash withdrawal operations and account balance consultation, in addition to these two
common functions, the ATM has other functions namely: consultation of the last ten
operations, consultation of the bank account statement (RIB)36checkbook order
account to account transfer, cash deposit, check deposit as well as operations
on electronic savings book. (See Figure No.05).

The ATM and bank branch offer advantages to banks and their customers:

The availability of services 24/7.

Direct access to several services.
The availability of money at any time.
Time saving.
Offering customers new services, avoiding them having to go to the agencies.
domiciliary (interbanking).
The reduction of the risk of receiving counterfeit bills.
Better inform the client about the status of their account.
Transfers of funds between own accounts.
Modification of the PIN code.37

For this purpose, the ATM withdrawal is an operation by which a client withdraws from their account
a certain amount in spaces, and to carry out this operation it involves holding a
bank card (a withdrawal authorization limit is applied on this card).

36The RIB is the essential document that accompanies a bank account, it contains the identity of the account holder.
a checking account and its banking details. It is particularly useful for receiving transfers or making payments.
invoices by direct debit notice, interbank payment title, etc.
37COLVERT, Y, « Dictionnaire des Banques et Assurances », Paris, 1988.

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Chapter II : The bank in the digital age

Figure No. 05: ticket vending machine / ticket ATM.

Automated ticket machine automated ticket dispenser

Source: [Link]
[Link] The electronic payment terminal: TPE:
The Electronic Payment Terminal "TPE" is a specific device, installed
at merchants, which allows the holder of the CIB card to perform different types of
transactions (purchase, refund, bill payment…) in a secure, fast and
performant. (See figure n 06)

The POS terminal is a multifunctional electronic device equipped with a keyboard, a screen, and a
software with memory.

Among the services that the TPE can offer:

Control the opposing cards.

Automatic obtaining of authorizations.
Check the cards electronically.
Transmit transactions remotely.
A payment guarantee on high-value transactions.

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Chapter II: The bank in the digital age

Figure n°06: example of a TPE.

Source[Link]
[Link].1 The advantages of the Electronic Payment Terminal:
A. For the bank:
Optimize management and cash flow.
Automatically obtain the total amount of transactions made by card.
Limit the risk of error.
Benefit from a payment guarantee on high-value transactions.
Save time and avoid handling cash.
Attract new clients and ensure their loyalty.
B. For clients:
A payment facility.
Security through systematic PIN code control during transactions.
A tranquility: no large sums of cash to handle.

Usage tips for the payment terminal:

The customer's card must remain in the card reader of the payment terminal throughout the operation.

Payment is not completed, otherwise it will be canceled.

Ensure the availability of the telephone access necessary for the connection of the payment terminal.

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Chapter II: The bank in the digital age

Keep the payment receipt in a suitable place.

If the green power indicator does not light up, check that the power outlet is working.
is correctly plugged into a socket in good condition.
If the device stops printing, check that the cover is properly closed.
closed, check that the paper used is suitable for your terminal and well
positioned in its logo.

Finally, we can say that these acceptance channels play an important role in the
development of the CIB card, because they have offered many advantages to customers such as
the ease of use of the card, the speed of transactions and of course a high degree of
security.

6.7.4 The types of maps:

There are different types of bank cards, and they are generally categorized as follows:

[Link] According to the nature of the emitter:

According to the criterion of the nature of the emitter, we generally find three (03)
types of bank cards to know:

[Link].1 Bank cards:

The bank card is defined38as a "document created by law n° 91-1382 of the 30
December 1991 which is issued by a bank to a customer account holder and which allows this
last to withdraw or transfer funds for the benefit of the supplier of a good or service.

It is therefore a practical and easy-to-use payment method, taking the form of a

card, issued by a banking institution and allowing its holder, in accordance with
contract entered into with one's bank, to make payments and/or withdrawals. Related services
can be associated with it (insurance, assistance, e-commerce, privileged access to clubs
private...)

The bank card mainly offers three operating options:

A payment function: debits the account of the holder and credits

correspondingly that of the merchant with whom he makes a payment.

38BRAUDO S. The dictionary of private law, Seuil edition, Paris, 2009.

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Chapter II: The bank in the digital age

A credit function: offers a line of credit for a determined amount for

free use.
A withdrawal function: allows you to withdraw cash at the counters.

Most cards are both 'embossed' and 'computerized' cards:

They are embossed if they feature a relief engraving of the elements

of identification of the holder (name and surname, the expiration date of validity and of
card number.
They can also be computer-related when they involve either "
magnetic tracks » is a « microprocessor » (also called the chip) that contains
various information about the cardholder and the operations they can perform.

The acceptance of a bank card implies that the national or international network to which
the card is associated either accepted by the merchant's Electronic Payment Terminal.

The most well-known international networks are: Visa, Mastercard, American Express, JCB,
Diners, GIM-UEMOA.

[Link].2 Private cards39:

The private card is a credit card issued by a major retailer.40who does not belong
not in the banking sector, and which will allow you to finance your purchases. This is with the aim of

retain its customers.

It is generally associated with a revolving credit.41However, the large

stores offer their private cards in partnership with credit organizations: this
will be the partner credit organization that will provide you with the money reserve, as well as
the private card, offered by the major brand. This type of card also offers other
advantages such as loyalty points42.

Unlike bank cards, which are 'open' to universality thanks to interbank transactions and
to international networks, this category of cards is defined as belonging to

39Didier GEIBEN, François Flouriot, Hervé Ducharne, "payment cards, new challenges and perspectives"
bank review edition, 8thedition, 2011, p34.
40Large chains of stores or service providers.
41Or revolving credit, purchases will be reimbursed according to the conditions set out in the credit agreement.

renewable, through small monthly payments; and the money reserve will be replenished as you make your repayments.
42Points that you accumulate with each purchase at partner stores, which will then turn into

gift (discounts from partners, vouchers...).

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Chapter II: The bank in the age of digital

"Closed" systems in that their emitters control the entire system.

Issuance / acceptance.

They are spatially organized businesses and merchants' unions that have limited their
precursors and of mass distribution.

[Link].3 The credit cards:

Also called 'travel and leisure card', it is a credit card issued by
non-bank establishments that establish that the holder has a line of credit. It allows
to make purchases, but without spreading the credit, the total amount of debt incurred by the
the holder must be settled at the end of a determined period. The holder generally pays a
annual rights.

It is an international card because it is intended for clients who are often traveling, and
offers many other functions not available in a bank card or private one, such as
rental of vehicles, payment in restaurants, insurance, coverage of
potential medical expenses, and hotel room reservations. Among the main
émetteurs: American express, Diner’s club.43

This type of card is generally reserved for a prestigious range of clientele.

[Link] According to the main function:

[Link].1 Withdrawal card44:

Withdrawal cards are defined by Article 57-1 of October 30, 1935, amended by the law of December 30, 1991.

thus: "A withdrawal card is any card issued by an establishment, an institution or

a service...and allowing exclusively its holder to withdraw funds.

A withdrawal card is one that allows only its holder to withdraw cash.
monetary. The term exclusively, used here, aims only to exclude, for these cards, the
function 'payment'. It therefore allows you to withdraw cash from ATMs.
automated teller machines (ATM) and bank automated tellers (BAT).

It is only from the banking network of the issuing bank: we are then talking about a card.
internal withdrawal from the emitting network.

43Creditcard company.
44Didier GEIBEN, François Flouriot, and Hervé Ducharne, "payment cards, new challenges and
perspectives, banking review edition, 2nd ed, 2011.p38.

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Chapter II: The bank in the era of digital

Be on the ATMs of all national or foreign banking networks.

we are then talking about a universal interbank withdrawal card.

The ATMs usually installed on the facades of bank branches can

also be installed in public places (airports, train stations, ...). The card of
withdrawal also provides the opportunity to consult your account, deposit cash, and carry out
transfers or a checkbook order. It is also cheaper than a card of
payment given the limited scope of its possibilities.

A. Mechanism of a withdrawal operation by card:

For a withdrawal operation to be completed by the holder of the CIB, they must first insert
sa carte pour s’identifier, puis saisir son code afin qu’il soit authentifié, ensuit-il sélection la
amount he wishes to withdraw by validating his request. In the end, if the bank accepts.
Upon authorization, the machine dispenses the tickets corresponding to the requested amount by ejecting the card.
(see figure No. 07).

Before each withdrawal, the cardholder must ensure that there is an amount available.
sufficient and available in his account. In addition, the customer must keep the ticket issued by
the automaton because it can be used (includes certain indicators on the
bank account details of cardholder), so it must be kept until receipt of statement
the account on which the withdrawal operation will appear (considered as proof in case)
fraudulent use of a card.45

[Link], « La Monétique en Algérie en 2007 : Réalité et Perspectives », Mémoire de Magister

in Commercial Sciences Option: Management, University of Oran Es-sénia, page 73.

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Chapter II: The bank in the era of digital

Figure No. 07: mechanism of a card withdrawal.

Cardholder
[Link] from the issuer

acceptance
Withdrawal is granted
Interrogation of
The transmitter.

2. the interrogation of the issuer

Issuing bank acceptance DAB/GAB

B. Case of a card swallowed (or absorbed) by the machine:

The bank card can be absorbed due to several reasons:

The card has reached its expiration date.

The card is found among a list of opposition.
The incorrect code was composed three times in a row.
A malfunction at the level of the automata.46
[Link].2 The payment card47:
Payment cards are defined by the same text as: "any card issued by
a credit institution or by an institution or service mentioned in Article 8 of Law No. 84-
46 of January 24, 1984 concerning the activity and control of credit institutions and allowing
to allow its holder to withdraw or transfer funds.

46Cardholders must inform their bank immediately so that the card can be blocked.
Opposition, time to solve the problem.
47SAME, p39.

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Chapter II: Banking in the digital age

Payment by interbank card is part of the modernization project.

of the mass payment system and is one of the important links for the
Development of the banking sector.

It is a card that allows its user to make direct or remote payment.

purchases of goods and services from merchants equipped with a terminal
electronic payment (TPE), approved by commercial network agencies of the bank. To this
In fact, payments are made under the terms in force with these merchants but
with the bank's inquiry for each purchase transaction. Thus, the cardholder
does not support additional fees when settling its purchases, cannot cancel
his payment order except in case of loss or theft and he guarantees payment to the merchant
beneficiary48.

A. Card payment mechanism:

In order for a CIB card user to make a payment, they must insert their card to
to identify oneself (issuer, card type, code, validity...), then enter one's confidential code in order to
that he is authenticated, then he enters the payment amount. If the request is accepted by the
bank server center, the payment can be made and he will receive a ticket (optional). Finally
the card will be removed.

The card payment mechanism can be illustrated by Figure No. 08, or the payment
by cards involves three phases:

The authorization of the transaction issuer at the point of sale;

The compensation during which the card processing center collects
the entire set of data related to the buyer's transaction and delivers it to
the issuer for the update of its client's account;
The payment is made by the issuing bank's fund collection to the merchant's bank.

48LAZREG. Mohammed, « La Monétique en Algérie en 2007 : Réalité et Perspectives », Mémoire de Magister

in Commercial Sciences, University of ORAN Es-sénia, page 79.

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Chapter II: The bank in the era of digital

Figure No. 08: mechanism of a card payment.

Information throughput
Bearer Holder's bank

CIB Card
Compensation

Remote Collection
Merchant (TPE) Bank of
merchant

Request for authorization

(Beyond a certain amount)

Response authorization

Source: Régis Boulaya 'the world of payment', Revue de Banque Edition, 2005, P31.
B. Types of payment cards:

In this type of maps we find:

a) Debit card49:

In addition to withdrawing cash from ATMs, the debit card also allows for payments.
at merchants for proximity or distance payment (websites, telephone...). This
the card is therefore a real payment instrument. By using it, its holder will debit
his bank account and correspondingly credit that of the merchant with whom he makes a
payment.

The customer's account using a debit card can be debited either

immediately50monthly from the total amount of all purchases made during the period51
this is also why the latter (the deferred debit payment card) is also
called 'end of month credit card': the delay between the date of purchase and the date of debit of

49Didier GEIBEN, François Flouriot, and Hervé Ducharne, "payment card, new challenges and
perspectives, banking review, 2thedition, 2011.p40.
50For a debit card.
51 For a deferred debit card.

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Chapter II: The bank in the digital age

account offers a cash credit of a few days to one month to the holder of this card. This
Credit, however, does not depend on the will of the parties; it is one of the modalities of the contract.
passed between the er

There is a somewhat special debit card called a systematic authorization card.

the main difference is the systematic questioning of the holder's account at each
operation (payment or withdrawal) to verify that it is sufficiently funded.
The operation is only accepted if the provision is sufficient; otherwise, it is
refused.

These cards are generally intended for "at-risk" clients, or simply for
people wishing for a payment card, but without risking going into overdraft. In
In many countries, this is the most standard type of debit card in that it
Systematic authorization is the norm.

Payment to the acceptors is made using two types of equipment:

✔ The 'Iron' (FAR): it is a manual printer in which are inserted

a receipt in three copies and the customer's card, it prints on the receipt the
embossed information. The use of this technology is declining with the emergence of
new technologies.

✔ The 'Electronic Payment Terminals' (EPT) are electronic terminals

integrated into cash registers. In the case of using electronic equipment,
the terminal has at its disposal a smart card reader and magnetic card reader, a screen,
printer, a numeric keypad, a second control keyboard for confidential code.

b) Credit card52:
This card is more of a credit instrument than a payment instrument. This is due to
by the way that its holder has a credit line of a certain amount that he is free
to use. And contrary to the debit card, whose expenses are directly debited from the
current account of the holder, expenses with the credit card are directly debited from the
credit reserve granted to this holder. It also allows for all operations that
they offer withdrawal cards and debit cards.

52SAME, p40.

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Chapter II: The bank in the digital age

Its primary purpose is to allow a person who does not want to or cannot
pay for a purchase in cash, to benefit from payment facilities, and thus avoid affecting one's account
to be debited in one go. Payment is spread over time, usually by
monthly payments according to the type of payment chosen by the account holder.

Most commonly, this credit operates under the system known as 'revolving credit',
or 'revolving credit'53.

This type of card can be very dangerous, indeed the issuance of a credit card
may be considered to contain a current credit agreement and must be treated with the
same precautions as the granting of any other credit. The risk involved ranges from the simple
over-indebtedness to that of inflation (in case of large-scale non-repayment).

It should be noted that these cards are not exclusively offered by institutions.
banking: More and more commercial establishments are offering them. We can cite
the example of co-branded cards 54which are bank cards that feature the
the card network brand and the bank and that of another entity, they are usable in
the chain where they were issued (but managed by a bank).

These cards can also include loyalty programs.

c) Prepaid card:
Are cards on which a value is stored, paid in advance by the holder to
the transmitter. See55:

Limited use prepaid card: prepaid card that can be used for a
limited number of well-defined uses. Its use is often restricted to
various points of sale determined in a well-defined location (building,
business or university, for example). For one-time use prepaid cards,
the issuer and the service provider can be the same (this is the case of
telephone cards).

53This credit is replenished as repayments are made: at the end of each month, the holder
reimburse not the transactions themselves, but the scheduled loan payments as specified in the contract (amount and
interest rate.
54For example, the FNAC card in France.
55Glossary of terms used for payment and settlement systems.

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Chapter II: The bank in the digital age

Single-provider prepaid card: prepaid card whose issuer and the

service providers are identical; it therefore represents the prepayment of
specific goods and services provided by the issuer.
Multi-provider prepaid card: prepaid card that can be used in the
points of sale from various service providers to meet a wide range
range of needs, on a national or international scale, but likely
to sometimes be limited to a particular area.
d) The electronic wallet (EW):56
It is a rechargeable smart card similar in size to a phone card.
It is intended for small value payments and comes with a limit that restricts the
transaction amounts as well as those of the top-ups. They sometimes reduce to a
simple electronic chip integrated into the mobile phone, like in Japan.

Here are some examples of SMEs57the most used:

Mondex (a subsidiary of MasterCard): wallet with no amount limit charged to

starting from a bank account.
Moneo: electronic wallet that allows the customer to pay for small purchases
amounts with craft merchants thanks to a chip card and a terminal
Electronic Payment (TPE).
Visa Cash: wallet (reloadable or not) limited in amount and which does not allow
not the direct transfer between cards.
[Link].3 The check guarantee cards:
These are cards that guarantee the beneficiary (paid by means of a check) the
payment of the issuer, taking the references of the guarantee card from this check.

These cards are in direct competition with the card system as they represent an alternative. This
which tends to hinder its deployment.

56MICHEL LAFITTE, "digital economy and financial services", banking review edition, 18, P127.
57
The most well-known SMEs in Europe are Monéo in France, Proton in Belgium, or Geldkarte in
Germany.

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Chapter II: The bank in the digital age

[Link] According to the waiting time:

Regarding this criterion, there are cards with immediate debit and deferred debit:
[Link].1 The immediate debit card:
Immediate debits are characterized by the fact that the account of the holder
the bank card is debited after each banking transaction. The term 'immediate' does not mean
not 'right away', but follows certain banking procedures with a normal timeframe of 24
hours.

L’avantage de ce type de carte réside dans la possibilité de mieux administrer son

account, because we can only spend what we have, the risk of insolvency arises
significantly reduced. This is indeed the reason that provides another advantage of the card.
on immediate payment, in fact, the minimization of the risk of insolvency means that the amount of his
The annual subscription is lower compared to that of the deferred debit card.

With debit cards, and for reasons primarily related to security, some
Withdrawal or payment limits are set by the bank that issues these cards, and must be
observed by the holder. These ceilings are established for each operation carried out and for a
a certain predetermined period, usually daily or weekly, depending on the banks
issuers of these cards.

[Link].2 The deferred debit card:

The 'deferred payment' type is a payment method established by banks. It consists of
to withdraw at once, from your account, the total amount of your purchases by credit card.
According to the bank where you have an account, the debit date is generally set in a way
periodic (e.g.: at the end of the month) or possibly on a specific day.

Indeed, for a given period, at the end of each month for example, the amounts of
All the various transactions carried out are grouped on the date specified in the contract for
to make it just one debit operation.

Thus, deferred debit cards would function like credit cards, therefore,
even if the money in your account cannot cover the amount of the purchase you want
payment is always possible. The fact that your account is debited on a date
subsequent to the transaction date is one of the main reasons why cards
deferred debit cards cost much more than immediate debit cards, where the risk
the insolvency is lower.

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Chapter II: The bank in the era of digital

[Link] According to the territory of use:

Depending on the territory of use of the bank card, we distinguish two types of
cards:
[Link].1 The 'domestic' cards:
These cards can be used on the national network.
[Link].2 International cards:
For this type of card, they are usable in the international network of merchants.
approved.

On this subject, it is worth noting that, from a technical point of view, international cards
can be used in the home network, but the processing of operations will be done via
the international network with all that it implies in terms of processing fees and
commissions, hence the uselessness of applying this kind of processes.

[Link] According to the employed technology:

For this criterion, the cards are divided into two types, namely, track cards and
moth
[Link].1 The Magnetic Stripe Card:
The so-called 'magnetic' cards are plastic cards that conform to the standards.
ISO 7811, on which a magnetic stripe is attached during the process of
manufacturing, these magnetic tracks have the property of being magnetized permanently under the action
of a magnetic field. The aim is to record data afterwards.

Data reading and saving is done by contact by sliding the card into the
front of a special reader.

The magnetic stripe card is an accessible and inexpensive solution, it is indeed that.
its main asset, but its storage capacity remains limited and its magnetic tape can be
damaged both mechanically58how magnetically59.

Besides the banking sector, this type of card is used in the case of identity cards.
customer loyalty card, transport ticket, access card...etc.

58The band is broken in two or scratched for example.

59Exposure of the tape to a magnet can damage the information stored on it.

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Chapter II: The bank in the digital age

[Link].2 The smart card (microprocessor card)60:

Compared to the magnetic card, the chip card is now largely more sought after.
in the field of banking, and for the many advantages that it is the only one to offer.

It is therefore a standard-sized plastic card, compliant with ISO standards, incorporating

a chip (also called a microprocessor). What makes it a true mini-computer, it
has in any case all the basic functions:

● Storage of information (such as available credit amount).

data processing (for example, calculating the account balance).

communication with other computers.

These complex operations therefore offer to the holders, and illustrate all the
potential of this type of card.

Thus, the capability of the smart card to perform the complex calculations necessary for
Data coding allows for the securing of transfers over the networks to which it is applied.
affiliated, the smart card is therefore safer and more efficient than the magnetic card, but the
costs incurred are also so.

The reading (writing) of data is carried out by specialized equipment.

Some chips require physical (electrical) contact, others can

to operate remotely (communication via radio waves), we then talk about "combi" cards
or 'dual interface'

[Link] According to the type of clientele:

Regarding this criterion, we can find three types of maps:

[Link].1 Cards to individuals:

This type of map constitutes the most important and extensive part, it concerns
the core clientele, and therefore offers the basic services that we know for the cards
banking: cash withdrawal at ATMs, payment at POS terminals, revolving credit, as well as
account balance consultation.

60PLIHON, D, « la monnaie et ses mécanisme », Ed, La découverte, Paris 2000/2001. p.17.

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Chapter II: The bank in the digital age

[Link].2 The prestigious cards (high-end):

Aimed at a specific clientele, these are generally card networks.
credit cards that issue this type such as Amex Gold from American Express, and Visa Premier
of Visa. These cards have strong purchasing power and offer services in the field of
insurance, catering, hospitality... etc.

[Link].3 Cards for professionals and businesses:

This type of card is just at the beginning of its journey, these cards facilitate certain operations.
What the members of a company do, we can already count two types:

Business or "corporate" cards dedicated to travel expenses incurred by

the collaborators in the context of their professional activities.
The 'Purchasing' cards intended for paying for everyday office supplies
and consumables.
6.8 The digital agency:
The digital agency is a space for self-service banking that allows you to discover a
newer, more autonomous customer experience and familiarizing with digital products from the
bank.

A space for support and awareness of several banking services in

a digital environment.

The digital agency thus provides the client with interactive Visio tablets and
computers allowing customers to create the online banking experience in the agency
but also to get in touch via video with a call center advisor to be able to ask
All these possible questions. Within this agency, advisors are always present.
in order to guide and assist the client in using the digital services available.

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Chapter II: The bank in the digital age

Section 2: the emergence of the new bank "Remote Bank".

1. Definition of Remote Banking:

This category of banks today attracts as much interest from banking players and
financiers that clients, whether individuals or businesses. The flexibility of access,
accelerated by the availability of an increasingly efficient Internet connection and the rise
a better educated and more tech-savvy clientele are undeniably factors of
interesting developments. The pressure from this clientele for better quality of
Banking services are giving rise to new needs for remote interactions.61

Remote banking is a bank that offers a range of banking services online.

electronics, and therefore essentially, by internet. A remote bank thus allows its
client, to ensure the management of a bank account with the possibility of account consultation
of transfer, of obtaining credit or also of investment in various products
financiers."62

Remote banking can be defined as any banking activity intended for a client or
to a prospect, taking place from an electronic service point (phone, microphone-
computer, television, Automated Teller Machine (ATM), Cash Dispenser
GAB Bank), and using a telecommunications system such as a telephone network,
satellite television TPS, the Minitel or internet.

2. The components of remote banking:

The time when cashless transactions with debit or credit cards were
considered a great step forward is over. This digital era has made everything
easily accessible to everyone. Sliding a card used to be a big problem, but the sector
banking has reached a whole new level, with mobile banking and online banking taking
in charge of the entire banking ecosystem. Digital banking services have
permit us to make our lives easier and better in several ways. This major shift towards the
digital has made banking transactions easier. All you need is now at
within reach, thanks to mobile banking services and online banking services.
Let's take a closer look at the two.

61Professional
Workshop: 'Distance Banking: Challenges and Perspectives for Competitiveness and Quality'
Banking Services, International Conference ECIG, October 19-20, 2007 in Sousse (Tunisia).
[Link] [Link]

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Chapter II: The bank in the digital age

2.1 E-Banking
2.1.1 Presentation of E-Banking:

We talk about Electronic Banking to refer to an electronic bank, available in

line and no longer physically. The user performs a series of actions without having to
move, via a computer or his smartphone. He can thus transfer funds
electronically, pay bills and perform any other action (such as making a deposit
automatically salaries).

Copulsky and Wolf (2007) defined E-banking as: "Banking operations

by Internet is a term that involves the use of computers, hence a delivery
automatic by electronic means such as 'Internet banking', and also takes into account
other possible devices like mobile 'Mobile-banking', phones,
digital televisions 'TV-banking'... etc.63

Electronic banking operates according to a computer system that

register the ownership of the funds and take into account the transfers made. To access it,
The user generally needs to identify themselves with an access code (such as a number
personal identification.

2.1.2 E-Banking Services:

Online banking eliminates long and tedious paper exchanges with a bank.
traditional. This allows for time-saving and comfort in daily life.

E-Banking offers a wide range of services and features tailored for

all profiles. This comes with rights, responsibilities, and costs that should not be overlooked.
Companies have the ability to conduct transactions online: these actions are
encrypted from end to end, which ensures safer, more transparent transactions and
secured.

Among other services offered by e-Banking, we find:

The consultation of account statements;

The download of certain documents such as your notice of unpaid bills or other
your domiciliation notice;

63Copulsky, J.R. and Wolf, M.J. 'Relationship Marketing: Positioning for the future.' Journal of Business
Strategy. 1997.

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Chapter II: The bank in the digital age

The possibility of retrieving information about your transfers;

The triggering of salary payments by transfer;

The payment of invoices and/or its suppliers;

The collection of receivables;

The optimal management of its treasury, with a rebalancing if necessary through

transfers.

Electronic Data Interchange (EDI)

Traditionally, companies communicate with each other through paper. This format,
standardized, has evolved over time to take the form of communication today
by electronic means.

Exchange somecomputerized data allows companies to exchange

commercial documents in electronic form. Easily accessible, sharing is done in the blink of an eye.
of the eye between business partners.

The advantages of computerized data exchange are numerous:

Cost reduction;

Improvement of processing speed;

Reduction of errors;

better relations between business partners;

Electronic Funds Transfer (EFT)

Thanks to an online bank, funds can be transferred from one bank to another.
without having to make significant efforts. This particularly concerns direct deposits.
money, electronic transfers, and direct debits.

2.1.3 The advantages of E-Banking:

Online banking is gradually replacing the services of traditional banks, making
faster and smoother interactions. Its advantages are numerous:

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Chapter II: The bank in the digital age

You have access to your bank accounts whenever you want, wherever you
wish. On vacation, in the subway, during a public holiday or on a Sunday...
access is free and unlimited

The online bank keeps you informed about transactions on your bank account.
You receive alerts and notifications in real time. Often you have
the ability to customize these alerts according to your preferences

The cost of transactions is reduced

The number of features is important, allowing you to achieve

numerous different transactions.64

2.2 The concept of M-Banking and Internet Banking:

Online banking is a convenience for businesses. Through it, they carry out
monetary and non-monetary transactions via the website or the application of the
bank.

2.2.1 M-Banking:
Today, almost all banks offer a mobile app that allows
to make transactions in just a few clicks. You just need a
smartphone, an Internet connection, access to the mobile application, and an active service
in your bank account.

64[Link] on 02/12/2021 at
19h01.

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Chapter II: The bank in the digital age

Figure no. 09: example of a mobile bank.

As the name suggests, mobile banking services are a platform provided

by banks and financial institutions to their clients to carry out transactions in
travel via their mobile devices such as smartphones or tablets. The bank
mobile (m-Banking) is a function provided by your respective bank to allow you
to transfer funds, to pay bills, to check your statements and to review the
transactions on the go. All you have to do is download the app
correspondent banking (mobile banking platform) on your smartphone and you
Register to access it. You only need a stable Wi-Fi network or data.
mobiles to download the application. Once you are there, you can access all
the application resources.

Whether it's recharging your mobile, paying utility bills or

transfer funds, mobile banking makes everything easily accessible at your fingertips. It is
a practical and easy way to carry out banking operations without fearing to make several
trips to the bank. It's a fun way to review the transactions in the
the comfort of your home. Not only does it give you complete freedom to make
banking operations anytime and anywhere, this also saves you a lot
over time. Whether you are at work or taking a leisure trip, the services
Mobile banking is always useful, regardless of the place and time. Moreover, you can
transfer funds from your account to any other account using your smartphone
only.

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2.2.2 Internet Banking:

Internet banking is just the opposite. Banking services by
The Internet, also known as online banking services, is another convenient means.
to perform banking operations at any time and at your convenience. It is a method
simple banking in which transactions are carried out electronically, via the Internet.
It is a banking platform that allows clients to perform a wide range of
financial transactions via the official bank site. In simple terms, the services
Online banking allows you to manage your money online. Banking services by
The internet provides almost all the services you expect from your local agency,
notably fund transfers, deposits, utility bills, mobile top-ups,
online payment, etc. Unlike mobile banking services, you can access
to online banking services on a web browser instead of your mobile phone.

Your login credentials (client ID and password) are sufficient to access

on the bank's website. It allows you to perform banking transactions via the website
from the bank under a private profile with your computer at home or your laptop.
With internet banking services, you can do everything from planning
payments of your loan to the management of your funds through the management of your funds
investment communities, through all, without even going physically to the bank. More
no need to wait in long lines, no need to check account statements anymore
from time to time; all you need is your login credentials and you are
ready to go. All banking services provided by your bank are available on the
Internet banking platform.

2.2.3 Difference between Mobile Banking and Internet Banking:

The difference between the two concepts is made according to different criteria, namely:

[Link] According to the banking platform for mobile banking and

Internet Banking:
Mobile banking services and online banking services are two sides
from the same piece and serve the same purpose; that is to say, to make the operations
banking services that are convenient and easily accessible to everyone. While mobile banking services
allow you to perform banking operations at your fingertips using just
your smartphone, online banking uses the bank's online portal
developed by the bank to access the official website of the bank via the Internet.

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Chapter II: The bank in the digital age

[Link] According to the Usage:

Mobile banking services require you to download the official app of the
respective bank on your smartphone to enjoy the wide range of services provided by
the bank. Online banking services, on the other hand, allow you to carry out
banking operations electronically via the Internet. It uses the official bank website.
to execute financial transactions such as fund transfers, mobile top-ups,
online ticket booking, bill payment by credit card, etc...

[Link] According to the Device used:

The mobile banking system, as its name suggests, is a banking platform
who uses a messaging service or application to interact with customers
using mobile devices such as smartphones or tablets. Banking services
online, for their part, used a desktop computer at home or a laptop to
access the bank's website to carry out banking operations.

[Link] According to the functions:

Although both require internet access via Wi-Fi or mobile data, the
Functions provided by the mobile banking platform are limited compared to those provided.
through Internet Banking, which provides a multitude of customer-oriented banking services. The
mobile banking services have limited options, which actually depend on the bank
respective.

[Link] According to the Ease of Use:

Mobile banking services offer the greatest freedom to perform ...
transactions at any time and anywhere, without having to worry about making multiple trips
at the bank using just your smartphone. It’s a convenient way to make
banking operations on the go. On the contrary, online banking services use
a personal computer or a laptop, which are not fixed, making it difficult to
transactions everywhere.

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Chapter II: The bank in the digital age

Table 05: comparison between mobile banking services and banking services by
internet.
Mobile banking service Online banking services
It is a platform provided by the bank. you can access the portal directly
respective that requires you to download online banking managed by a server
the bank application on your dedicated developed by the bank.
smartphone.
It provides 24/7 access to your it is a technology to manage your
account, using just your bank account electronically via
mobile device. internet.
The number of functions provided by the The only thing you need is
bank is limited in banking services your username and your password for
mobiles. You need to download access the bank's online portal.
the bank application and you register
to take advantage of the services.

The mobile bank is under development It all started with the services
recent of the digital banking ecosystem. fast and efficient online banking.
This URL appears to reference a webpage that may contain information about unassigned business topics. However, I cannot access or retrieve specific content from external sources such as websites.

Digital banking has revolutionized the global banking sector by offering new
opportunities to provide increased convenience to their customers. The bank has never been so
easy, thanks to the advent of mobile banking and online banking. Although the two
there are two different faces of the same coin, they have their fair share of differences. So
that mobile banking is a recent development in the digital banking space that has
revolutionized our way of doing things, online banking remains the most efficient platform
and the most practical for banking.65

65[Link] consulted on 11/12/2021 at 23:00.

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Chapter II: The bank in the digital age

Conclusion :
With the explosion in the number of mobile devices in the world, which represent the
new means of daily telecommunications; new possibilities to interact and
to communicate with customers, have emerged.

The adoption of digital technology constantly opens new horizons for banks that
may be able to help them innovate their products and services to meet
requirements and conditions for sustainable development and a solid bank-client relationship.

All things considered, digital is an essential asset for banks as well.

and the clients but still remains shy in terms of usage, due to the constraints related to the
security or the complexity of these tools for some.

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Introduction :

Today, the development of customer autonomy represents a cost saving.

for the bank because the advisor is no longer necessary to make requests and transactions
become simple. The arrival of this change implies an unprecedented upheaval.
in the banking commercial relationship that is subject to a profound change in activity with
new operating standards that are changing the rules of the game namely
in the customer approach (Lavayssière, 2015).

Banks have thus mobilized numerous human and financial resources to

to best promote the new digital tools they have developed for their clients and
which gradually become the new central intermediary of the relationship.

Algerian banks have made sustained efforts towards greater

modernization of their intervention methods and a diversification of products and services
offered to customers.

The introduction of electronic payment systems has become a necessity for the continuity of the business.

banks. The establishment of electronic payment systems in Algeria dates back to the mid-1980s,
but its use was very low, a Transaction Automation Company
Interbank and SATIM Payment Solutions was established in 1995 to develop, manage, and launch the
electronic payment products.

The Algerian banking sector, like all other sectors, has undergone changes.
after the emergence of digitalization in the world. It is becoming increasingly evolutionary and opening up to
the modernization.

The National Bank of Algeria in Tizi-Ouzou "BNA 581" has also been forced
to adopt a strategy that will allow it to keep up with this development and be more competitive.
Thus, this chapter is dedicated to the study of digital services within BNA 581 of Tizi-
Ouzou.

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Section 01: Presentation of the hosting organization and its digital services.

In this section, we will present the host organization, which is the BNA.
different digital services.

1. Presentation of the host organization.

In order to better clarify the presentation of the host organization, we will begin
First a brief presentation of the BNA in general, then the organization that welcomed us.
during our practical internship: The main agency '581' in Tizi-Ouzou.

1.1 The history of the BNA.

1.1.1 History:

The BNA was created on June 13, 1966, by decree No. 66-178 and was the first bank.
national commercial. It was intended for the financing of agriculture until the creation
of a bank specialized in this field, namely (BADR) in 1982. The sector
banking subsequently expanded with the creation of other banks and thus, financing
of agriculture and which was one of the activities carried out by the BNA, was entrusted in March 1982
to a specialized banking institution (BADR) that has taken on the aspect of financing and
promotion of the rural world.

Subsequently, starting from 1988, two major texts concerning economic reforms
and preparing the transition to a market economy had implications for the organization
and the missions of the BNA, in this case:

Law No. 88.01 of January 12, 1988 concerning the orientation of public enterprises
economic.
Law No. 90.10 of April 14, 1990 concerning currency and credit defining the bank
as: 'a legal entity that performs as a regular profession, and
mainly operations related to the reception of funds from the public,
credit operations as well as providing clients with means of
payment and the management of those.

Following which, the BNA obtained its approval on 09/05/1995, and as a result, it is the
first bank of the country to benefit from this status.

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1.1.2 Presentation of the main reception agency (BNA581 Tizi-Ouzou).

The reception agency BNA 581 of Tizi-Ouzou is the main agency. It is managed by
a director and two deputy directors appointed by the Chief Executive Officer. It makes
integral part of the bank's operating network of which it assures representation at
local level. She is hierarchically attached to a Network Operation Management.
(DRE) and maintains relationships with all the bank's structures.

The agency is essentially a commercial action body that must have

l’initiative de la recherche des ressources. Elle œuvre en vue d’une bancarisation optimale de
the population by draining the maximum of resources towards its coffers while ensuring the
financing of the economy.

The main agency and the host organization of the BNA is located on ABAN Avenue.
RAMDANE Tizi-Ouzou is surrounded by various organizations including organizations
banking services represented by the following banks: CNEP-bank, BADR, and CPA.

Figure No. 10: the digital agencies of the BNA.

Source: [Link].

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1.2 Network of the BNA:

At the beginning of 2016, the BNA network consists of 211 branches spread across the
national territory, 138 automated teller machines (ATMs) and 90 cash dispensers
from the bank (GAB). The BNA network is overseen by 17 regional directorates called
direction du réseau d'exploitation (D.R.E), chacune a un pouvoir hiérarchique sur un nombre
of agencies.

The branches of the BNA are categorized as follows:

Main agencies.
Agencies of categories A, B, C.
On-site agencies established within the premises of large public companies.
1.3 Mission of the BNA:
The missions and activities of the BNA are included in this status.

The National Bank of Algeria performs all the activities of a deposit bank, it ensures
notamment les services financiers des groupements professionnels des entreprises. Elle traite
all banking, exchange, and credit operations within the framework of legislation and
bank regulation. Ordinance No. 66-178 of June 13, 1966 establishing the BNA entrusts
this last of the following missions:

As a commercial bank: it handles all banking operations, collects

of deposits and consents for short-term loans or operating credits, finances them
foreign trade operations.
As an investment bank: it collaborates with other institutions
financial for medium and long-term loans.
As a national company: it serves as a financial planning instrument, responsible
to execute and implement the government's credit policy.
She subscribes, discounts, takes in lease or buys all commercial assets, all
good effects annuities and values issued by the public treasury or by public authorities
or semi-public and in general everything also at fixed term transferable to order
result of operations carried out by all public establishments and administrations.
Receive and make all payments and all collections of promissory notes, bills
by order, check, interest or dividend coupons, redeemable or amortized securities,
invoices and other commercial or financial documents.

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Chapter III: Digitalization in Practice (BNA Agency 581 Tizi-Ouzou)

Accept or grant any mortgage and any other security, undertake any commitment
guarantee by acceptance, endorsement, surety, caution of trust, documentary credits
irrevocable, confirmation of documentary credits, guarantee of proper execution, of
good end or refund or waiver of legal recourse; constitute any
real caution.
1.4 The objectives of the BNA:
The reaction of banking functions as well as the functioning world of
companies play a very significant role in the evolution of the country's economy.

In relation to this evolution, the BNA has the following objectives:

The BNA aims to finance the economy. It must maximize its

profitability by collecting financial resources from economic agents
for a redistribution in the form of credits for the benefit of development of
the economy. It is the role of financial intermediation.
Adapting to marketing rules in its relations with its customers
business that is already undergoing profound changes in its structures and its
organization.
Improve profitability through an increase in resources, counterpart to credits
and by promoting services that can indirectly still increase
advantage this profitability.
The preservation of one's own balances.
Respect the rules of providential management in order to create money, credit,
changes and the most favorable conditions for an orderly development of
the national economy.
Support, advise and assist beneficiaries in the implementation of their
activities, particularly concerning the financial structuring of their projects and the
operational phase.
Follow the activities carried out by the benefits while ensuring compliance with the agreements
and contracts that bind them to the ANGEM.

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1.5 The organizational chart of laBNA.

Figure No. 10: organization chart of the BNA.

Director

Legal Cell and

Litigation
Secretariat

Section
Controller
Administrative
Permanent

Deputy Director Front Office Assistant Director Back Office

Service Service Service

Pole relation
clientele Box Commerce Engagement
external
Study and analysis
counter section and Section
files of
cash DZD domiciliation and
credit
settlement
In charge of
clientele
Accounts section Credit section
currencies and exchange
documentary
manual discount
Management
documentary
administrative and
Section means of Transfer and follow-up of
payments repatriation engagements

Section placements
and products
payment systems

Legend: Hierarchical liaison Source: BNA Document.

Functional liaison

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Chapitre III : La digitalisation en pratique (Agence BNA 581 Tizi-Ouzou)

2. The digital services of the BNA:

In this section, we will address all the digital services that are available within the
BNA.
2.1 Presentation of digital services:

Among the various digital services, we have:

2.1.1 The interbank withdrawal/payment card:

[Link] Definition of the interbank card:

The "CIB" card is a domestic interbank payment and withdrawal instrument that
is accepted at merchants affiliated with the interbank electronic payment network.

It is recognizable by the interbank 'CIB' lego printed on the card.

we find the lego of the issuing bank of the card. It is presented in the form of a
plastic card size 4.5 x 8.5 cm. Also equipped with a magnetic stripe and/or a chip
electronics.

The "CIB" was launched in 2006 by the technical operator of electronic payment, the Company.
of Banking Transaction Automation and Electronic Payment (SATIM). It allows for
to conduct, throughout the national territory, the payment for the purchase of goods and services from
merchants and to make cash withdrawals at all ATMs
of banknotes set up within the national territory. The "CIB" card is validated for a
duration of three (03) years.

The CIB allows clients to make payments for the purchase of goods and services.
affiliated merchants of the Interbank Monetary Network and equipped with a Terminal
Electronic Payment (TPE), thus the client will be able to withdraw their funds from all
automated installations located on the national territory.

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Chapitre III : La digitalisation en pratique (Agence BNA 581 Tizi-Ouzou)

Figure N°11: transactions by CIB card

Source: [Link].

From this figure, we can say that the CIB interbank card is a means of
withdrawal payment launched by SATIM to improve the quality of services intended for
client. So banks must be members of the RMI, which is a central system.
bank automatic teller machine, automatic cash dispensers and payment terminals
electronic, used in payment and withdrawal transactions (these are machines that
make the use of the map easy.

The client obtains their card at the bank where they will have a bank account (the bank
issuer of the card), thus the acceptance of the card is not limited solely to ATMs.
from the home bank (concept of interbanking) where the client can withdraw money in a
bank other than its bank (in this case there is a settlement operation)

In addition, the interbank card can be used online for purchases on the website.

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Chapitre III : La digitalisation en pratique (Agence BNA 581 Tizi-Ouzou)

[Link]. The descriptive elements of the CIB support:

Bank cards are characterized by:

A magnetic stripe usable for payments as well as for

withdrawals at the national level as well as at the international level;
A microprocessor or electronic chip for payment operations.

On the front of a bank card, we find:

The logo of the issuing bank.

The contacts of the magnetic strip and/or the electronic chip.
The relief embossing of plastic.
Of the card number.
From the expiration date.
In the name of the bearer.

The logo of the network to which the issuing bank is affiliated.

A security hologram.
The logo of the international network in the case where the map can be used to
the stranger.

As for the back, it includes:

Magnetic track.
Series of numbers representing an additional security element
remote payment.
An area intended to receive a signature specimen of the bearer of the
map.
The address of the issuing institution.

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Chapter III: Digitalization in Practice (BNA Agency 581 Tizi-Ouzou)

Figure no. 12: on the front of the bank card.

Source: BNA document.

Figure No. 13: On the back of the map.

Source: BNA document.

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[Link]. The types of the "CIB" card:

Two types of cards are offered to customers, namely:

The Classic card:

The classic debit card is blue in color, this card offers withdrawal/payment services.
interbank among the machines belonging to the banks and participating institutions in
Interbank Monetary Network (IMN), it is offered to clients based on defined criteria.
by the bank.

Figure no. 14: BNA credit card model

Source: official site [Link].

The gold card:
The CIB gold is golden in color, this card also offers withdrawal services and
interbank payment, it follows the same allocation principles established by each bank
according to his convenience.

This card offers additional features as well as withdrawal limits.

and higher payment.

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Chapter III: Digitalization in Practice (BNA Agency 581 Tizi-Ouzou)

Figure n°15: The Gold card.

Source: official site [Link].

[Link] The advantages of the CIB card:
Ease of use.
Availability: the agency is open 24/7 on the BNA ATM network.
and DAB connected to the 'R.M.I'
Enhanced security: smart card equipped with a confidential code that guarantees all
banking operations.
Time saver: the CIB card avoids queues at agencies
Comfort: it allows you to adjust purchases on payment terminals.
Electronic (TPE) installed at the level of accepting merchants1.
Flexibility: Clients can customize their withdrawal limits and
payment.

NB: Despite its cars, the interbank card model is being questioned by some.
clients for several reasons: the lack of banking culture among people, the lack
infrastructure in terms of information system, telecompensation and other support
to transfer modern funds and the absence of advertising campaigns by the targeted banks
to raise awareness among underbanked populations (weakly banked), as well as certain clients
prefer to use other means of payment than the card (fear of fraud, theft or
loss of the card.

[Link]

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Chapter III: Digitalization in Practice (BNA Agency 581 Tizi-Ouzou)

Figure no. 16: the advantages of interbanking.

Source: [Link].

[Link] risk management related to the CIB card:

A. In case of loss or theft of the card:

When the cardholder is confronted with theft, a loss or use

fraudulent the account holder must immediately notify your bank in writing to take the
necessary provisions in this matter.

B. Case of unauthorized transaction:

If the merchant accepts the transaction, while the system has not, the SATIM
immediately inform the buyer who can order the resetting of the offline ceiling
the merchant.
C. Case of proven fraud detection:
If fraud detection is confirmed, the authorization and opposition center confirms
if there is actually fraud, then the electronic payment terminal will be
opposition and the merchants will be registered in a file of deregistered merchants.

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D. The renewal of the CIB card:

The card has a validity period with an expiration date inscribed on the card itself (3 years),
automatic renewal unless the holder expresses a contrary opinion.

E. The exception of the card:

The exception of a card consists of temporarily blocking this card.
This procedure is performed when there is an occasional and non-payment incident.
intended.

To temporarily block a card, the operator agent must fill out the form
exception made, have it signed by the agency director.

[Link] characteristics of the classic card and the Gold card:

Table 06: comparison between the two maps.

Classic CIB Card CIB Gold Card

A blue color card. A gold-colored card.
Unique visual except for the Lego of Unique
the background map except Lego of the
issuing bank. issuing bank.
Card intended for a clientele at Card intended for a clientele at
average income. important revenue.
Magnetic stripe card. In case of theft or loss, this card
- Carte à puce. can be replaced within 48 hours.

established by ourselves.
2.1.2 Remote banking:
As part of the digitalization, the enhancement of the service offering and the
diversification of its distribution channels, it has been decided to establish new services
multi-channel remote banking allowing to expand the banking services offered to customers
through the web channel, Mobile Banking and SMS Banking services.

[Link] BN@TIC :
The National Bank of Algeria presented its new product "BN@tic" in 2019, a
mobile banking service that allows customers of this public bank to carry out
distance, 7 days a week and 24 hours a day, banking operations via their smartphones.

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This application, available for free download by entering 'BN@tic' on the Play Store and
coming soon to the App Store, allows bank customers to:

The issuance of transfers to beneficiaries.

The consultation of the balances of their accounts and the transactions recorded on these
accounts and the order of checkbooks and bank cards within the BNA.
Transfers made between BNA clients through this mobile application do not
are not capped while transfers to clients at other banks are
capped at 1 million DA per transfer.

It is nonetheless necessary for bank clients to subscribe in advance, with

from its agencies, in the service of the online bank 'BNA@TIC', in exchange for payment
a monthly amount of 100 DA for individuals and 800 DA for professionals and
the companies.

Once subscribed, the customer receives a username and a password that allow him/her to
to access the application. After a single use of the password, the client will be required to
edit regularly from your Smartphone.

Figure No. 17: BN@TIC.

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[Link] [Link] :

What Is It?

[Link] is a subscription service that allows you not only to stay

connected to your accounts securely, but also to access the many services
associates, available 24/7 no matter where you are,

Via the link "[Link]", or by downloading the mobile application "BN@tic" on

Play Store by entering "BNAtic" and soon available on App Store2.

Figure No. 18: [Link]

[Link].2 the features of [Link]:

The remote banking service '[Link]' is divided into packages as follows:
A. PACK "NET":
It is a remote service that is made available to clients to perform tasks.
following operations:

Consultation of balances and account balance history.

Account movement consultation.
Consultation of cards and monetary operations.
Search for account transactions.
Download and edit account statements and the bank account details.
Messaging service.
Service notification by SMS (as per the client's request).

2[Link] on 03/11/2021.

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B. PACK "NET+" :
The 'Net +' Pack includes the services of the 'Net' Pack, to which additional services are added.
following:
One-time transfer within the same client's accounts.
Transfer to beneficiaries domiciled at BNA agencies and with counterparts.
Salary transfers for companies, excluding 'EDI' clients.
Multiple collection from the clients liable (debtors) residing at
BNA agencies and at the competitors.
Checkbook and/or debit card order.
Opposition on the map.

Transfers and direct debits ordered to clients domiciled at other banks

must be clearly less than one million (1,000,000 DA).

[Link].3 The conditions for joining remote services

[Link]

Remote banking services are offered to:

Individual clients (individuals and those practicing a liberal profession), associations

and others holding a checking account.
Moral clients (companies and merchants) holding a current account.
A. According to the membership conditions:

Access to the "[Link]" services via the [Link] , is subordinated to

the signing of an agreement for online banking services.
The subscribing company must designate the persons authorized to access the services.
"[Link]," and to sign the subscription request "[Link]" attached in the appendix...

Access to the services "[Link]" is only permitted to duly authorized individuals.

designated, which authenticate themselves using an identifier previously created by
the bank and a password personalized by its user.
The subscription fees related to the said services are collected monthly by
the bank for each subscription account indicated in the membership agreement
services "[Link]". As shown in the table below.

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[Link] e-payment:
E-payment, known as electronic payment or online payment, is a means of
payment allowing to carry out commercial transactions for the exchange of goods or
internet services3.

This service was established by the BNA on 04/10/2016, for its clients holding the card.
CIB is acceptable on the websites of the merchants affiliated with this service.

In order to actively contribute to the development of electronic payment in Algeria, the

BNA has introduced two online merchants namely: 'Algeria Telecom' and 'Mobilis', and is currently
introduction phase of other major billers, which will allow its clientele to hold
CIB cards to perform payment operations on billing websites (Web
merchants) adhering to this service, safely and simply, 24/74.

A. Advantages of e-payment:

Security: payments are secured by the confidential code and

staff, and guarantee the rights of ‘web buyers’.

Convenience: It allows purchases to be made anywhere and at any time.

What a moment.

The Convenience: The ability to make payments remotely with ease

without moving.

Accessibility: easily and quickly settling purchases on websites

merchants 24/7.

3[Link] on 30/10/2021.
4[Link] Consulted on 30/10/2021.

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Figure n°19: e-payment.

Source: [Link].
You are a web merchant or developer

Do you want to integrate electronic payment on the internet?

Nothing could be simpler! All you need to do is submit a request for integration on the website:
[Link]

B. The online payment procedure e-payment:

Comment accéder au service e-paiement ?

You sign a membership agreement provided by the Bank stating your acceptance of
By fulfilling all the conditions outlined in the contract, you thus become a WEB BUYER.

How to proceed to make an online purchase?

1-You connect to the website address of the MERCHANT site, select the
desired product, validate the purchase details and accept the general terms and conditions of sale.

2- You select the payment method by clicking on the CIB button.

You enter the CIB card number, the CVV2 code (represents the last three digits)
printed on the back of the card and used for its authentication during a payment on
internet), the expiration date, your name and address (WEB BUYER);

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4- You enter and validate your password.

5-After confirming the purchase and checking the risk management settings of the card
(balance, ceiling, opposition.), you receive a response that will allow you to accept or
refuse the transaction.

In case of acceptance, a payment slip is automatically issued;

You must log out (WEB BUYERS) after each transaction.

Note: the ONLINE BUYER must print and keep a complete summary of the
transaction and the electronic receipt.

2.1.3 Salary transfers by EDI:

You are a company, you need to transfer the salaries of your employees every month?

You don't have time to manage these transfers individually and you want to
facilitate the task?

The BNA provides you with the EDI service.

It is a service that allows you to process salary transfers through a transaction.

automatic using new communication technologies.

The principle of EDI, equipped with a secure architecture, presents criteria for
performance, declassification, and security. It will provide clients with a system
effective and modern for payroll transfers.

2.1.4 Bancassurance:

[Link] What Is It?

Bancassurance is the activity through which BNA operates via its network.
The exploitation commercializes insurance products for a fee.

[Link] How does it work?

When clients take out insurance with their Bank, the latter provides them
covers against the risk object of the contract. Depending on the type of insurance they wish to subscribe to,

the bank will ask them to provide certain information. It is therefore necessary to
provide accurate information for comprehensive and effective support in case of
claim. The file to be provided varies according to the type of insurance desired. Their account manager

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is at their disposal to provide information. At the end of the subscription, BNA hands them a
insurance contract signed by themselves and the Bank.

[Link] What products are marketed?

The National Bank of Algeria diversifies its insurance product offerings that it provides to
the arrangement of its clientele:

Personal guarantees.
Property insurance.
Figure No. 20: the products marketed by bancassurance.

Source: [Link].
[Link].1 assurance of individuals:
TheBorrowerInsurance:

It protects you and your loved ones against the uncertainties of life that may occur during the
duration of your loan.

Accident? Illness? Death?

Allow your beneficiaries to enjoy your assets without having to bear your debts.

[Link] insurance and assistance abroad:

Accompanies you throughout your stay abroad 24/7, whether for
for professional or personal reasons.

Toothache? Bodily injury? Hospital stay? Flight delay or loss of luggage?

luggage?

Do you offer international insurance for protection beyond borders.

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Figure no. 21: the example of bancassurance, travel insurance.

Source: [Link]
[Link] Assurance of goods:

A. Multi-risk home insurance:

This insurance allows you to protect your home as well as all the belongings within it.
they find against risks such as fire or theft.

2.2 The implementation of new digital services within the BNA:

We will address all the new digital services that exist in the BNA.

2.2.2 The interbank savings card:

[Link] Definition of the interbank savings card:

As part of the modernization of products, the National Bank of Algeria is launching on date
from 02/02/2020 a new product 'the interbank savings card', which will allow its
savers clients to have access to their money at all BNA ATMs as well
that on the entire network of ATMs of the BNA and those of others.

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[Link] The types of interbank savings cards:

Four types of interbank savings cards 'CIB' backed by savings accounts are
made available to the customers, namely:

Savings account with interest;

Interest-free Savings Card;
Junior Savings Card "Moustakbaly" with interest;
Junior Savings Card 'Moustakbaly' without interest.

The accounting provisions and pricing are the same as those applicable to
operations related to the interbank card 'CIB' and the savings account.

[Link] Conditions for granting the CIB card:

The interbank savings card "CIB" is granted at the request of any person.
individual holding a savings account.
This card can be assigned to a customer already benefiting from an electronic savings booklet.
The transactions made using this card are recorded in the booklet.
electronic at the client's presentation at the agency counter.
The granting of the interbank savings card "CIB" results in the signing of a contract.
holder in duplicate according to the model attached in the annex of this document.
[Link] Mode of operation:
The interbank savings card "CIB" gives its holder the possibility to make
banking operations on ATMs 24/7. It allows its holder to perform
the following operations:

On Automated Teller Machines connected to the Payment Network

Interbank 'RMI':
Balance inquiry.
Cash withdrawal.
At the Automatic Terminals of the BNA:
Balance inquiry.
Consultation of the last ten transactions.

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Consultation of the bank account details5.

Cash withdrawal.
Cash deposit.
Delivery of checks.

The client's savings account is debited and/or credited within the contractually agreed deadlines.

agreed with the bank. The interbank savings card 'CIB' allows for clear identification
the name of the cardholder (embossed on the front of the card).

A. Validity period of the savings card:

The savings card is valid for a period of three (3) years, with an expiration date of
registered on the card. On the expiration date of the card, it is subject to renewal
automatic except for termination of the contract and/or closure of the account by either party.

B. Processing of opposition to the savings card:

In the case of loss or theft of the savings card, the customer reports it to their agency.
a domiciliation request for opposition with a declaration of loss.

2.2.3 The business card:

[Link] Definition of the business card:

In order to meet the expectations of certain customer segments, notably the

companies, to lighten the management of their expenses, the BNA decides to implement the card
"Business" on 02/23/2020.

The issuance of this new type of interbank card allows for diversification and
modernize the products and banking payment services. The 'business' card is a
interbank withdrawal and payment card intended for professionals and businesses for
cover the various expenses related to taxes, bills, fees, and others.

[Link] The types of the interbank business card 'CIB':

Two types of 'business' cards are offered to customers, namely:

The Classic business card.

5The bank account details are the essential document that accompanies a bank account, it contains the identity of the account holder.
a checking account and its banking details. The RIB is particularly useful for receiving bank transfers, or
pay bills by direct debit, interbank payment order, etc.

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The Gold business card.

This card can be used at ATMs.

(DAB), Automatic Bank Dispenser (GAB) and Payment Terminals
Électroniques (TPE) à proximité et à distance.

[Link] Condition and criteria for granting the 'business' card:

The 'business' card is given free of charge to account holders and/or
their duly authorized representatives selected from:

The Ministries.

Public Administrations.

Public Enterprises.

Commercial Companies.

The different professional activities.

Personal business (individual merchants).

This card clearly identifies the name of the company distinctly from the name of the
cardholder (as written on the front of the card).

Holders of the 'business' card must meet the criteria:

Of morality.
Of solvency.
Availability of a permanent balance in the account or authorization on the account.
No incidents on the account.
[Link] Mode of operation:
The 'Business' card allows its holder to perform the following operations:

Payment for products and services at the level of merchants equipped with connected payment terminals.
to the interbank electronic payment network.

Payment via the internet on affiliate e-commerce websites with RMI.

Cash withdrawal at ATMs and connected ATMs on the payment network
interbank.

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A. Validity period of the 'business' card:

The "Business" card is valid for a period of three (3) years, the expiry date is noted.
on the card itself. On the expiration date of the card, it is subject to renewal
systematic, unless the contract is terminated.

2.2.4 SMS-CARD :
[Link] Definition:

As part of diversifying customer interaction channels, and to minimize

the "bearer" risks related to the fraudulent use of the interbank card and to strengthen the
Internal control, the BNA launched a new service "SMS-CARD" on 16/02/2020.

This is a service for informative short message notifications 'SMS' sent to

the mobile phones of clients holding CIB cards.

[Link] Characteristic of SMS-CARD:

The "SMS-CARD" service covers the sending of information regarding:

The modifications of card statuses:

Custom card (delivery date).
Card activated (activation date).
Card exception (stop date).
Card blocked (reason: stolen or lost and date of blocking).
Card canceled (cancellation date).
Updated and sent to the bank (date of sending).
Card replaced and sent to the bank (date of sending).
And the expiration date of the card.

An SMS is sent to the cardholder automatically after each modification.

of the status of his card.

The transactional activity

Withdrawal transaction at ATM with transaction data (date, time,

amount
Payment transaction with operation data (date, time, amount)

Advertising and awareness messages:

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Announce new products and services offered by the bank.

Remind the safety instructions related to the use of the card.
Conduct surveys (interactive SMS).

The SMS is sent in almost real-time to the client holding the CIB card.

[Link] Access conditions for the SMS-CARD service:

The 'SMS-CARD' service is offered to all bank customers who hold cards.
CIB, to access this service, the client must sign a membership application. This service is provided
available to the customer upon payment of a monthly subscription of 60 DA/excluding tax,
charged to the cardholder's account.

[Link] Operating method:

The person in charge at the agency updates the client file using the phone number.
portable communication by the client. After processing at the end of the day, a file containing
the list of affected customers is generated daily and sent by (D.I.P.M) to the
SATIM6, for processing.

2.2.5 Pre-opening of an online account7:

The National Bank of Algeria (BNA) announced on 30/12/2020 the launch of a
new service that allows for the pre-opening of an online bank account, stated
a statement from this public bank.

This service for individuals is available 24/7 via the mobile application.
BN@tic (in the public space by clicking on the "Open an account" icon), but also through
the e-Banking site of the BNA: "[Link] by clicking on the button
"OPENING ONLINE ACCOUNT," explains the BNA.

A third option is offered to the client, namely the pre-opening of the online account
through the dedicated site provided by the BNA: "[Link]
ajoute la même source.

6Itis a subsidiary of eight Algerian banks (BNA, BEA, BDL, BADR, CNEP, CPA, EL BARAKA, CNMA), created in
In 1995, at the initiative of the banking community, with a capital of 1,145,500,000 DA. In order to develop the
payment products (cards, ATMs) across the entire national territory, that is to say to develop the
interbank payment network.

[Link].

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This new solution allows for a pre-opening of different types of

accounts such as the checking account, the traditional savings account, and the Mostakbaly savings account,

the Islamic checking account, the Islamic savings account with or without remuneration and the
Islamic investment account, details the bank.

To proceed with a pre-opening, the client must fill out the form provided to them.
online and then scan and upload the requested documents (Birth certificate, certificate of
residence and identity document of the interested party or the guardian), the statement adds that the
the client will be able to make an appointment at an agency of their choice to finalize
the account opening procedure8.

Figure n° 22: online account pre-opening.

Source: [Link].

2.2.6 WIM-PAY BNA: electronic payment application for

great success.
[Link] Presentation of the application:

The National Bank of Algeria launched 'Wimpay-BNA' last March, which is the
first mobile electronic payment application in our country based on codes
intelligent

"QR Code". It is experiencing a triumphant fate.

This application called 'Wimpay-BNA', which offers the possibility to make payments
invoices and services electronically, on websites accepting this type of means
payment, cartoning in Algeria, It's a total success.

8[Link]

online-banking/consulted on 06/11/2021 at 5:41 PM.

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In order to increase the number of subscribers to its digital platform, the bank is working to
make its service known to the largest invoicers and has succeeded in securing the agreement
de certains d’entre eux, tels que AADL, Naftal, Algérie Télécom et Mobilis, tandis que d’autres
Negotiations are underway with Sonelgaz.

Figure n° 23: WIM-PAY BNA.

Source: [Link].

[Link] The advantages of this mobile payment application:

"Wimpay-BNA" offers BNA customers numerous features, such as

payment operations via smart barcodes. The bank expects
notably equip delivery drivers to facilitate purchasing for customers by scanning their code
QR, which contains the price of their item. This was clarified by the same source.
Also, the BNA plans to include these QR codes directly on the invoices.
pay the acceptors such as Algeria Telecom, Sonelgaz, Mobilis, and AADL. Thus, the
Payment will be made by scanning its smart codes (QR). Therefore, the customer will not have
no longer moving on site. A revolution!

To this end, the National Bank of Algeria will display the logos of major
companies that have allied with her, so that subscribers become aware of
the availability of this service on this platform9.

9Algeria:Wimpay, BNA electronic payment application, a great success

03/11/2021 at 6:35 PM.

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Figure n°24: electronic payment application.

2.2.7 Islamic finance:

[Link] Presentation of Islamic Finance:
Islamic finance is above all an ethical finance, which prioritizes a system of
values built on the need to avoid what is prohibited, on a balance between self-interest
and the public interest, but also on the values of equity, transparency, sincerity. These values

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are of paramount importance and must necessarily be reflected in the acts and the
transactions.

The National Bank of Algeria obtains permission to market the products of

Islamic Finance on Thursday, July 30, 2020. The BNA offers a wide range of products.
savings and financing, in accordance with the principles of Islamic law, certified by the
Sharia committee of the bank and by the national Sharia authority for fatwa on the industry of
Islamic finance.

[Link] The main founders of Islamic finance:

The two founding principles of the Islamic banking system are profit sharing and
losses and, above all, the prohibition of touching and paying interest. The collection of interest or
Usury is not permitted by Islamic law.

Example of a method for sharing gains and losses: for certain types of loans,
the borrower only has to repay the amount owed to the lender, but the borrower can
choose to pay a small amount of money as compensation. A halal loan is
Moreover, it's not really a loan in the sense that it is the bank that acquires the asset.
coveted. She then resells it with a profit margin.

[Link] The sectors prohibited by Islamic finance:

Islamic finance prohibits investment in projects or activities condemned by
the region :

Investment in wine and spirits.

Invest in gambling.
Also invest in pig farming.

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Section 02: Internship Data Analysis.

1. The pricing of digital services within the BNA:

1.1 The bank card:

Table 07: Classic/Gold CIB Cards.

Types of cards Salary Ceiling

80% of
salary on the
On DAB
Classic menu <120,000 month
DA/month 100,000.00
DA/Day
At the height of the balance

on the ATMs).
80% of
salary on the
On DAB
month
Gold Card 100,000.00
≥120,000 Of/day
DA/month (At the height of the balance

on ATMs).
Source: [Link].
In this table, we find the conditions for obtaining the CIB card at the level of
the BNA are as follows:

Presentation of payment methods includes basic withdrawal cards.

(creation/renewal of interbank card is free).
The commissions for the reissue of the Classic/Gold confidential code are
150/200 DA, Classic/Gold card opposition fee is 75/150 DA,
The Classic/Gold exception class is 40/100DA.

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Monetary operations with 20 DA excluding tax as the withdrawal commission by CIB in

intra banque, par contre en inter banque est de 35 DA HT, la consultation de
balance on ATM has a commission of 10 DA10.

Table number 08: Business Cards Classic/ Gold.

Monthly limits of the Business Card.

Type of cards Withdrawal Payment Ceiling

online payment
on TPE

Professionals 50.000DA 300.00DA 80,000 DA

Business card
classic

Companies 50.000DA 300.00DA 80.000DA

Business card
Gold 50,000 DA 300,000 150,000
Professionals à 80.000 DA to DA
YES. 999,999
YES.

companies 50.000 DA 300.000 250,000

at 80,000 DA to YES
YES. 999,999
YES.

Source: [Link].

10[Link] consulted on 01/11/2021 at 14:48.

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We notice that BNA also offers two business cards:

Classic and gold with a difference in:

Withdrawals, 50,000 DA for classic business cards and up to 80,000 DA for the
Gold business card.
Online payments, 300,000 DA for classic business cards and can arrive
up to 999,999 DA for Gold business cards.
Also in the TPE payment ceiling, an amount of 80,000 DA is payable on TPE.
in the case of classic business cards and amounts to 150,000 DA for the holders of
business cards and that with a different sum of 100,000 DA payable through
the SMEs.
1.2 Remote Banking:

Table No.09: [Link]/ SMS-CARD / SMS BANKING:

Remote banking services

Nature of operation Amounts of commissions excluding VAT

PACK NET subscription fees 800 DA/month

NET+ subscription fee 1200 DA/month
Account to account transfer even 10 DA/ month
agency
Account to account transfer in 10 DA/month
inter agency
Cheque book/bank card order Free
Opposition on bank card 100 DA/operation
Subscription fees for the SMS service 60 DA
CARD
SMS service subscription fees 18 DA
Banking
Source: Internal document of the BNA.

The table shows the pricing of various online banking services that the bank offers.
The national bank of Algeria proposes that these amounts are between 10 DA and 1200 DA, per month (fees

PAC NET subscription, and the NET+ PACK, inter-agency account-to-account transfer
, per transaction (dispute on the credit card) or by initial activation (subscription fee
for the SMS-CARD service, and subscription fees for the SMS-BANKING service).

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Regarding cancelled cards, there are 20 cancelled cards in 2020 against

40 in 2021.

2.2 The situation of business cards:

The table above indicates the number of cards received, cards distributed and
canceled cards (2019-2020-2021).

Table 11: the situation of the business card within the BNA.

Years Cartes réceptionnées Carte distribuées Cancelled stamps

2019 - - -
2020 100 100 40
2021 400 499 45
established by ourselves through the data of the BNA.

Figure no. 26: statistics on business cards within the BNA.

500

400

300

200

100

0
2020 2021

Number of cards received

Number of cards distributed
Number of canceled cards

established by ourselves.

According to the figure below, we note that the number of business cards received
is on a strong rise, they went from 100 in 2020 to 400 in 2021. On the other hand, we
Find 100 cards distributed in 2020, which were increased in 2021 to reach 499 cards.
Regarding the canceled stamps, there are 40 canceled cards in 2020.
45 in 2021.

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2.3 The situation of e-payment codes:

The following table presents the statistics of e-payment services characterized by
number of codes received, the codes distributed as well as the codes canceled.

Table 12: e-payment codes.

Years Names of Number of codes Number of codes

codes distributed obliterated
received
2019 147 492 135
2020 217 299 60
2021 300 350 45
established by ourselves through the data from the BNA.

Figure No. 27: Situation of e-payment codes.

established by ourselves.

According to the data in the table above, we observe that the number of codes
received items have increased significantly, rising from 147 in 2019 to 217 in 2020, and 300
codes in 2021.

On the other hand, e-payment codes remain weak, regardless of the number of
distributed codes (from 492 in 2019 to 299 in 2020), also in canceled codes decreased by
135 up to 60 in 2020), and 45 canceled codes in 2021.

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2.4 The situation of e-Banking:

In order to benefit from the Bn@tic service, the following prerequisites must be met:

Have a smartphone equipped with the IOS system (iPhone) or

(Android).
Have an internet connection.
Download and install the application on your mobile.
Having a subscription to the E-Banking service of the bank as part of access to
the authenticated space.

Certainly, for the BNA to be able to make its statistics, it must calculate the numbers.
of the e-Banking subscription summarized in the table below:

Table 13: Number of subscribers to the e-Banking service.

Years 2018 2019 2020 2021

Name
subscribers by 50 150 168 200
year
established by ourselves through the data from the BNA.

Figure No. 28: Number of subscribers by year.

Numberofsubscribers

2018
9%
2021
35% 2019
26%

2020
30%

2018 2019 2020 2021

established by ourselves.

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In this figure, the number of subscribers increased from 50 in 2018 to 150 in 2019, which is a
increase of 100 subscribers. An increase of 18 subscribers in 2020 to reach 168.
Currently, the year 2021 saw an improvement of 32 subscribers in the first few months for
reach a number of 200.

3. Summary of results:

During a two-month internship at the BNA 581 agency in Tizi-Ouzou,

and with the information collected and the data provided by the BNA bank agency, we
We were able to notice some behaviors of the agency's clients and also study their.
needs.

The BNA bank agency has a room called digital, the latter has
two ATMs:

The first is the dispenser compatible with BNA cards only, it is the
automatic ticket machine 'ATM'. The second is the automatic cash dispenser.
it allows for interbank transactions 'ATM', it is the most used.

This room is also equipped with two touchscreen computers programmed to display all the
digital services of the BNA and their explanation. One can also use the call center starting from
these computers.

The BNA has an elegant and simple website, where the customer finds everything.
presentation of the digital services offered by the latter, as well as their pricing, and their
access conditions. On this site we find news about the BNA agencies and about
the national economy, exchange rate and press release, and also contains advertisements
of their new services. Thus, a mobile application that allows access to the various
services through their smartphones or tablets.

A varied choice of bank and interbank cards.

The BNA is developing a service that we find interesting especially for young people.
who is WIM-PAY, it allows us to carry out a number of operations by scanning the 'QR'
Code ».

In collaboration with these insurance partners, the BNA offers the service
bancassurance

125
Chapter III: Digitalization in Practice (BNA Agency 581 Tizi-Ouzou)

Suggestions and recommendations:

1. Although the CIB interbank card is in second place after the check
through the trust he inspires in individual clients, but there are still some efforts to be made.
to be done by the banks to generalize and strengthen its use for that
we can summarize them as follows:

Encourage merchants to install POS terminals through incentive measures.

that the tax cut;

Set up several information centers for all clients who are still hesitating to
use the map;

Put banking advisors within banks to get closer to the

clients ;

Feed the automata with liquidity, especially during the weekends;

Updating the regulations and laws that govern the world of cards
banking;

Implement strategies with the aim of providing access to multiple clients.

2. Propose digital services to the student community, which is a

community occupying an important place in society, thus leading them in
their academic and possibly professional journeys.
3. Boosting your advertising for numerous digital services on social media
Facebook, Instagram, YouTube....

126
Chapter III: Digitalization in Practice (BNA Agency 581 Tizi-Ouzou)

Conclusion :

At the end of this chapter, we noted that despite the delay that the country is experiencing
In the introduction of digital technologies, the banking sector, like the Bank
National Algeria, which today is developing its digitalization by opening nine agencies.
digital in several wilayas of the country including the Tizi-Ouzou region.

At the level of the BNA 581 agency, certain banking and financial services are good.
lances.

Aware of the evolution of the needs and expectations of citizens, the BNA chooses innovation
at the heart of its win-win strategy, it is launching the implementation of new agencies
more modern, relying on the use of the latest digital technologies.

These self-service digital agencies are equipped with an area dedicated to automats.

(Automated Teller Machine "ATM" and Bank Automated Counter "BAC")

that allow for various banking operations to be carried out easily and securely
24/7 via the CIB card, such as: The consultation of the history of the last ten (10)
operations, operations on electronic savings book, the deposit of check to
the cashing in…

They also offer the clientele a second space providing several services thanks to
to touch tablets:

The realization of credit, financing, and insurance simulation;

Access to the e-Payment platform;

• The consultation of the Bank's website;

As well as live communication with a customer service representative who answers questions and
customer orientation requests via videoconferencing.11

11Press release, Opening of nine (09) digital agencies pdf, 14-10-2020.

127
 General conclusion

Today, digitalization is the revolution of the century. It is about changes

digital and in all sectors. So necessarily, banks, as a financial sector
at the heart of the economy, must digitalize, renew itself and reinvent, in order to be part of
this ecosystem.

With digitalization and advancements in technology and the availability of the internet
Online banks stand out from traditional banks in terms of efficiency and profitability.
the era of the demanding customer, innovation, and the integration of new Big Data technologies
Cloud1Blockchain2, and adopting a multichannel strategy is essential for
meet the client's requirements and make their experience smoother. Following the arrival of
new financial competitors threaten the existence of traditional banks, it is
faced with two choices: to disappear and fade away or to adapt to survive, the latter then realizes
evidence that the integration of these technologies is not a choice but a necessity
need to satisfy and retain its customers, it makes efforts in the development of
IT that boosts their growth and allows their clients to benefit from several
advantages.

The company is becoming more and more connected. We are talking about data semantics,
connected objects, and mobility. Today, digitalization is a current topic by
which banks are trying to develop the forms of banking services and their relationship with
the clientele, which creates competition among banks, as each one seeks to
to adopt the most sophisticated services and to best meet their customers' needs. The sector
banking is affected like all other sectors by technological development;
the emergence of digital banking has changed banking functions as well as the relationship of the
banks with their clients.

The digitization of banking services is a new process that serves as a tool

strategy to get closer to customers through digital means (for example
the ATMs and banking kiosks) and the Internet (e-Banking and mobile application). It also allows for

clients to access their account, to make transfers and receive payments,

pay bills and manage their accounts … etc., and this with a simple click from anywhere

1The term Cloud, particularly in today's context, encompasses all solutions of

remote storage.
2Blockchain, or chain of blocks in French, is a technology invented in 2008, made public and open

launched in 2009 in the same vein as Bitcoin by Satoshi Nakamoto. It was under this name that the
tutorials detailing how Blockchain works, the underlying technology of Bitcoin, but in practice
No one has ever physically met this person and it is accepted that it would be a pseudonym. We
Let us suppose, however, without certainty, that it would involve one or more engineers of Japanese origin.

128
 General conclusion

where the time. This represents a key advantage for customers these days who are ultra
connected and who appreciate self-service and are continuously looking for products
personalized and competitive and above all accessible at any time. Finally, digitalization serves to
modify and improve working conditions internally.

Banks that opt for digitization are becoming aware of internal risks.
that may occur in the future, which is a big bet for the future, banks having a
mature digital users are more efficient than others and can increase their
profit margins, but also more exposed to various risks arising from the
digitalisation.

Finally, we can say that digital in banking serves as a strategic tool to

bringing banks closer to their clients. This observation is generalized across countries.
developed. It emerges in Algeria.

Algerian banks have adopted new technologies.

data transmission and the evolution of computer science, to establish new ones
payment systems to ensure the speed and security of account settlements between
banks, which results in contributing to the process of banking and
modernization of the Algerian banking system.3

The case study of agency 581 of the BNA in TIZI-OUZOU revealed that efforts
were granted to introduce some digital banking services. This digitalization
is only at its beginnings, but the leaders have realized the necessity of not missing
this digital revolution.

3MATOUB.L and MEHDAOUI.C, "The modernization of the payment system in Algeria" Master's Thesis,
Currency, Banking and International Environment, Abderrahmane MIRA University, Bejaia, 2012/2013.

129
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 List of tables:
Table 01: Public bank.

Table number 02: Private Bank.

Tableau n° 03 :Atouts et inconvénient de la banque digitale aux professionnels.

Table No. 04: The IHIP Model and Digital Service.

Table 05: Comparison between mobile banking services and services

online banking.

Tableau n°06 :caractéristique de la carte classique et la carte Gold.

Table No. 07: Pricing of the classic/ Gold card.

Table No. 08: Classic business cards/ Gold.

Table 09: Remote banking: [Link]/ SMS-CARD/ SMS-

BANKING.

Table 10: The situation of CIB cards within the BNA.

Table 11: The situation of business cards.

Table 12: The e-payment code situation.

Table 13: Number of subscribers to the e-Banking service.

 List of figures:

Figure no. 01: The phases of digitalization.

Figure No. 02: Social networks around the world.
Figure no. 03: The bank identity statement.
Figure no. 04: The four characteristics of service.
Figure no. 05: Example of an ATM / Cash Dispenser.

Figure No. 06: Example of a TPE.

Figure No. 07: Card withdrawal mechanism.
Figure no. 08: Mechanism of a payment by card.
Figure No. 09: example of a mobile bank.
Figure No. 10: the digital agencies of the BNA.
Figure no. 11: Organizational chart of the BNA.

Figure No. 12: CIB card transactions.

Figure no. 13: On the front of the CIB card.
Figure no. 14: On the reverse of the CIB card.
Figure n° 15: The classic map of the BNA.
Figure No. 16: The gold card of the BNA.
Figure No. 17: The advantages of interbanking.
Figure No. 18: BNA@TIC.
Figure n° 19 :[Link].
Figure No. 20: E-payment.
Figure No. 21: Commercialized products of bancassurance.
Figure n° 22: Example of travel insurance.
Figure no. 23: Pre-opening of an online account.
Figure n° 24: Wim-PAY BNA.
Figure No. 25: Electronic payment application.
Figure No. 26: CIB card statistics within the BNA.
Figure No. 27: Statistics of the business map within the BNA.
Figure No. 27: e-payment code situation.
Figure No. 28: Number of subscribers per year.
 Annexes:
Annex No. 01: Request for subscription to the E-Banking service.
Annex no. 02: Conditions applicable to the services '[Link]'.
Annex No. 03: the interbank business card.
Appendix No. 04: the interbank savings card.
Annex No. 04: Islamic finance.
 Summary

The banking sector is considered one of the most transformed sectors.

digitally. For banks, digital transformation has emerged as a
necessity for their sustainability. A true digital bank is one that enhances the experience
client, creates a new ecosystem, establishes dynamic modern business models
and non-classical. For users, digitization allows them to interact directly with their
banks in order to benefit from a public service through e-administration: it is the
development of online service offerings and tele-services, the use of solutions
digital archiving, etc. It is in this perspective that this research work is situated.
He provides an update on the state of digitalization of financial services in Algeria with as
study of agency BNA 581, Tizi-Ouzou.

Mot clés :Digitalisation, Banque Digitale, Business modèle, Service en ligne.

Abstract

The banking sector is considered one of the most digitally transformed sectors. For banks, the
Digitalization transformation has emerged as a necessity for their sustainability. A true digital
A bank is one that enhances the customer experience, creates new ecosystems, and implements
dynamic modern business models and not classical ones. For users, digitization enables them
to interact directly with their banks in order to benefit from a public service thanks to e-
administration : it is the dematerialization of procedures, the development of online and
teleservice offers, the use of digital archiving solutions, etc. It is in this perspective that this
research work is being carried out. It takes stock of the state of digitization of financial
services in Algeria with a study by the agency BNA 581, Tizi-Ouzou.

Keywords:Digitization, Digital banking, Business models, Dematerialization, Online

service.
 Table of contents.

General introduction

Chapter 01: Banking and Digitalization........................................................... 05

Section 01: Brief reminder about the bank.......................................................... 06

1. Definitions of the bank ............................................................................... 06

1.1 Definition of the bank according to the theoretical approach............................... 06
1.2 Definition of the bank according to the legal approach.......................... 06

1.3 Definition of the bank according to the economic approach ....................... 07

1.4 Modern definition of banking....................................................... 07

2. The role of the bank....................................................................................... 08

2.1 The management of resources of economic agents............................... 08

2.2 The refinancing of the economy............................................................ 09

2.3 The creation of scriptural money.................................................. 10
2.4 The filling of budget deficits ....................................... 10
3 The activities of the bank ............................................................................................... 11

3.1 The collection of deposits ......................................................... 11

3.2 The distribution of credits............................................................... 11

3.3 The management of payment methods...................................................... 11

4 Classification and client of the bank ............................................................. 12

5 4.1 classification of banks ........................................................................ 12
4.1.1 according to their type of activity.................................................................... 12
[Link] deposit bank
[Link] Investment Bank............................................................ 12
[Link] Investment Bank ....................................................................... 12

4.1.2 According to the legal criterion .................................................................... 12

[Link] Public banks .............................. 12

 [Link] Private Banks................................................................... 14

[Link] The mixed bank ........................................................................ 17

4.2 The bank's clients .............................................................................. 17

4.2.1 individuals ....................................................................................... 17

4.2.2 The companies .................................................................................. 18

4.2.3 The State

SECTION 2: General overview of digitalization...................................... 19

1. Digital transformation ........................................................................................ 19

1.1 What is digital transformation? ......................................................... 19
1.2 Reasons, stakes and effects of digital transformation....................................... 21
1.3 The impact of digital transformation.................................................................. 22
1.3.1L ’impact sur les organisations................................................................. 22
[Link] The imposed choice of digital organization.................................. 22
[Link] The future of work with the arrival of digital ............................. 22
1.3.2 The impact on customer experience.............................................................. 23
[Link] The client first expects strong support from their bank.
interactivity and service continuity..................................... 24
[Link] On the other hand, customers are increasingly seeking service.
simplifier 25
[Link] The client wants to have tailored services without suffering from delays.
or complex procedures ........................................................ 25
[Link] The client is seeking personalized and high-value advice.
added.............................................................................................. 25
2. The concept of digitalization .................................................................................. 26
2.1 What is digitalization? ........................................................................... 26
2.2 A brief history of digitization
2.3 The advantages and disadvantages of digitalization
2.3.1 The advantages

2.3.2 The disadvantages of digitalization ...................................................... 32

 2.4 What tools are used in digitalization?........................................ 33
2.4.1 The websites ....................................................................................... 33
2.4.2 Mobile applications
2.4.3 Business software ................................................................................. 34
2.4.4 Newsletters and landing pages.................... 34
[Link] The newsletters............................................................................... 34
[Link] Landing pages ................................... 35

Conclusion ..................................................................................................... 36

Chapter 02: Banking in the Digital Age.................................................. 37

Introduction

Section 01 : la conception de la banque digitale........................................... 38

1. What is a digital bank....................................................................... 38

1.1 Other definitions of digital banking ...................................................... 38
2. The transformation of the banking profession and the emergence of the business model

2.1 The transformation of the banking profession ....................................................... 39

2.1.1 Evolution of the Back Office Manager profession......................... 39
2.1.2 Evolution of the personal account manager profession .................... 40
2.1.3 Evolution of the agency director profession......................................... 40
2.2 A new business model for the bank................................................ 41
2.2.1 Business model
2.2.2 E-business model
3. The difference between digital banking and remote banking .................. 44
3.1 The digital bank......................................................................................... 44
3.2 How have digital banking offerings evolved .................................... 44
3.3 What is a remote bank........................................................... 45
4. The advantages and challenges of digital banking................................................ 45
 4.1 The advantages................................................................................................. 46
4.1.1 From the bank's perspective................................................................ 46
4.1.2 From the client's perspective...................................................................... 47
4.2 The limits....................................................................................................... 48
5. What is a digital service ...................................................................... 50
5.1.1 Definition of a service
5.2 Definition of a banking service ................................................................ 51
5.2.1 The bank account ............................................................................... 51
5.2.2 Bank account details (RIB) .................................................. 52
5.2.3 The range of non-cash payment methods ................................. 52
[Link] The check ................................................................................... 53
[Link] The Transfer ............................................................................... 53
[Link] The direct debit notices ............................................................ 53
[Link] The commercial effect.................................................................. 53
5.3 Definition of a digital service ..................................................................... 54
5.4 Classic service vs digital service
5.4.1 Distinction by definition
5.4.2 Distinction by characteristics 55
A. Intangibility ...................................................................................................... 56
B. Heterogeneity: (variability) ............................................................................. 56
C. Inseparability.................................................................................................... 57
D. Perishability ..................................................................................................... 57
6. The different digital services....................................................................... 58
6.1 Banking sites ........................................................................................ 58
6.2 Banking applications
6.3 SMS Banking .......................................................................................... 59
6.4 The emails...................................................................................................... 59
6.5 The call center................................................................. 59
6.6 Le E-chèque ................................................................................................. 59
6.7 Bank cards ..................................................................................... 60
6.7.1 Presentation of the credit card ................................................... 60
6.7.2 Definition of the bank card... 60
6.7.3 Where to use the bank card ......................................................... 61
[Link] Bank machines: ATM AND GAB ......................... 61
 [Link] The electronic payment terminal: EPT .................... 62
[Link].1 The advantages of the Electronic Payment Terminal….63
A. For the bank ....................................................................................... 63
B. For the clients ........................................................................................ 63
6.7.4 The types of maps................................................................. 64
[Link] According to the nature of the sender................................................ 64
[Link].1 Bank cards ................................................................... 64
[Link].2 Private cards .................................................................. 65
[Link].3 The credit cards ............................................................... 66
[Link] According to the main function .................................................. 66
[Link].1 Withdrawal card......66
A. Mechanism of a card withdrawal operation................................. 67
B. Case of a card swallowed (or absorbed) by the automaton........................ 68
[Link].2 The payment card .................................................................. 68
A. Payment mechanism by card ................................................. 69
B. Types of payment cards ............................................................ 70
a) Debit card ................................................................ 70
b) Credit card .............................................................. 71
c) Prepaid card .............................................................. 72
d) The electronic wallet (E-wallet) ........................ 73
[Link].3 The check guarantee cards .............................................. 73
[Link] According to the waiting time ........................................................ 74
[Link].1 The immediate debit card ....................................................... 74
[Link].2 The deferred debit card .............................................................. 74
[Link] According to the area of use ............................................. 75
[Link].1 The 'domestic' cards ........................................................ 75
[Link].2 International maps .......................................................... 75
[Link] According to the employee technology ...
[Link].1 The Magnetic Stripe Card ...................................................... 75
[Link].2 The smart card (with microprocessor) ........................................ 76
[Link] According to the type of clientele ....................................................... 76
[Link].1 The cards for individuals .. ...................................................... 76
[Link].2 Prestige cards (high-end) ................................. 77
[Link].3 The cards for professionals and businesses...................... 77
 6.8 The digital agency……………77

Section 2: the emergence of the new bank

Remote banking ....................................................................................... 78

1. Definition of Remote Banking ......................................................................... 78

2. The components of remote banking .............................................................. 78
2.1 E-Banking ...................................................................................... 79
2.1.1 Presentation of E-Banking
2.1.2 E-Banking services................................................................. 79
2.1.3 The advantages of E-Banking .................................................................... 81

2.2 The concept of M-Banking and Internet Banking......................... 81

2.2.1 Mobile Banking .................................................................................. 81
2.2.2 Internet Banking.......................................................................... 83
2.2.3 Difference between Mobile Banking and Internet Banking ................. 8
[Link] According to the banking platform for mobile banking and
Internet Banking................................................................... 83
[Link] Selon l’Utilisation.................................................................. 84
[Link] According to the Device used....................................................... 84
[Link] According to the functions ............................................................... 84
[Link] According to the Ease of Use................................................ 84

Conclusion ..................................................................................................... 86
Chapitre 03 : la digitalisation en pratique (cas de la BNA Tizi-Ouzou agence
581................................................................................................................... 87

Introduction ............................................................................................. 87

Section 01: Presentation of the hosting organization and its services

digital

1. Presentation of the host organization................................................................. 88

1.1 The history of the BNA............................................................................. 88
1.1.1 Historique ............................................................................................ 88
1.1.2 Presentation of the main reception agency (BNA581 Tizi-
Ouzou ................................................................................................... 89
1.2 BNA Network ..................................................................................... 90
1.3 Mission of the BNA .................................................................................... 90
1.4 The objectives of the BNA ............................................................... 91
1.5 The organizational chart of the BNA..................................................................... 92
2. The digital services of the BNA .......................................................................... 93
2.1 Presentation of digital services ................................. 93
2.1.1 The interbank withdrawal/payment card ............................... 93
[Link] Definition of the interbank card ...................................... 93

[Link]. The descriptive elements of the CIB support .......................... 95

[Link]. The types of the card "CIB"…...................................................... 97

[Link] The advantages of the CIB card ....................................................... 98

[Link] management of risks related to the CIB card ............................. 99

A. In case of loss or theft of the card .............................................. 99
B. Case of unauthorized transaction ................................................ 99
C. Case of confirmed fraud detection ............................................. 99
D. The renewal of the CIB card ......................................... 100
E. The exception of the card .............................................. 100
[Link] characteristics of the classic card and the Gold card ................ 100
2.1.2 Online Banking ...................................................................... 100
[Link] BN@TIC ............................................................................... 100
 [Link] [Link] .............................................................................. 102

[Link].1 What Is It ........................................................... 102

[Link].2 the features of [Link] ............................... 102

A. PACK "NET" ........................................................................... 102

B. PACK "NET+" ......................................................................... 103
[Link].3 The conditions for joining the services to
distance « [Link] » ............................... 103
[Link] E-payment: ................................................................ 104
A. Advantages of e-payment ........................................................ 104
B. The online payment procedure e-payment ...................... 105
2.1.3 Salary transfers by EDI ........................................ 106
2.1.4 Bancassurance ................................................................... 106

[Link] What Is It

[Link] How it works ........................................................................ 106

[Link] What are the marketed products ..................................... 107

[Link].1 assurance of persons .......................................................... 107

[Link] Insurance ......................................................... 107
[Link] insurance and assistance abroad :....................... 107

[Link] Property Insurance ................................................................... 107

A. Multi-risk home insurance:

2.2 The implementation of new digital services within the BNA:
2.2.2 The interbank savings card:
[Link] Definition of the interbank savings card:
[Link] Types of interbank savings card ................ 108
[Link] Condition for granting the CIB card............................... 109
[Link] Mode of operation ......................................... 109
A. Validity period of the savings card ...................................................... 110
B. Processing of savings card objections ..................................... 110
2.2.3 The business card................................................................... 110
[Link] Definition of the business card .......................................... 110
 [Link] The types of the map business
interbank " CIB ... .................................................... 110
[Link] Conditions and criteria for granting the "business" card... .111
[Link] Operating mode ......................................... 111
A. Validity period of the 'business' card ................................................... 111
2.2.4 SMS-CARD ............................................................................. 112
[Link] Definition
[Link] Characteristics of SMS-CARD .................................... 112
[Link] Access conditions for the SMS-CARD service .................. 113
[Link] Operating procedure ......................................... 113
2.2.5 Pre-opening of an online account........................................ 113
2.2.6 WIM-PAY BNA: electronic payment application in franc
success
[Link] Application presentation ........................................ 114
[Link] The advantages of this payment application
mobile
2.2.7 Islamic finance ............................................................... 116
[Link] Introduction to Islamic finance .............................. 116
[Link] The main founders of Islamic finance .................. 117
[Link] The sectors prohibited by Islamic finance ......................... 117

Section 02: Internship Data Analysis ....................................... 118

1. The pricing of digital services within the BNA .......................... 118

1.1 The bank card .......................................................................... 118
1.2 Remote Banking ..................................................................... 120
2. Analysis of banking service statistics of the BNA ..................... 121
2.1 The situation of CIB cards ........................................................... 121
2.2 The situation of business cards ..................................................... 122
2.3 The situation of e-payment codes ................................................ 123
2.4 The situation of e-Banking .............................................................. 124
3. Summary of results ................................................................................. 125

Conclusion

General conclusion ..................................................................................... 128

Bibliography.

List of tables.

List of figures.

Annexes.

Resume.
General introduction
Chapter II: The bank in the era of digital

Figure No. 08: mechanism of a card payment.

Source: Régis Boulaya 'the world of payment', Revue de Banque Edition, 2005, P31.
B. Types of payment cards:

a) Debit card49:
Chapter II:
The bank in the digital age
 Chapter III:

Digitalization in practice BNA Agency

581 Tizi-Ouzou
General conclusion
Bibliography
Summary
List of tables
List of figures
Annexes