The Influence Of E-Bill & The Automated Clearing House On Bank Clerks’ Workload — A Study On Bank A

• Main Authors: Li, Shuchen, 李淑禎
• Other Authors: Ho, Shuhsun
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/37217904250061601799

碩士 === 靜宜大學 === 管理碩士在職專班 === 100 === In recent years, due to the changes of financial environment and the coming of information era, customer needs and the types of services to customers change rapidly. The desired products and services are expected to be obtained in the fastest, most accurate and efficient manner. While Internet banking is increasingly popular, some banks with traditional banking business being insufficient in demand will be replaced. For example, paying the bills for utilities, including water, electricity, gas, telephone, agency business and so on, has been progressively integrated into multi-channel electronic finance. Through the Government's plan and establishment for the automatic transfer business across financial institutions (Automated Clearing House, referred to as ACH) and the nationwide payment platform, it provides customers with more convenient payment method and reduces wasting valuable time for paying the bills in the bank waiting line. Unfortunately, benefits could not be popularized since customers still prefer to pay the bills by using traditional manners. Most of the literature explores the attitudes and perceptions of the bank counter services, but it seldom analyzes the influence of the ACH mechanism and the nationwide payment on staff workload of bank counter. It is clear that this part of study lacks very much. Before promoting the effectiveness of the business of ACH mechanism and nationwide payment, it is necessary to understand how well the staff knows about the business. If the bank's internal staff is willing to make it happen, promoting the business inevitably could be achieved easily. Two purposes of this study are as follows. 1.Understand if the function of the platform of electronic bill payment and ACH mechanism can replace part of the routine work of the bank clerks 2.Understand if the platform of electronic bill payment and ACH mechanism can reduce the workload of the bank clerks. This case study employs the method of interviews while the participants are the bank clerks in the Bank A of the actual industry. It is to investigate the influence on the bank clerks’ workload by adopting the business of ACH mechanism and electronic bill payment. The results show that the business of ACH mechanism and electronic bill payment is less likely to be promoted since the participants are not familiar with the regulations. Therefore, it is recommended that the head office should be actively opening job education and training to prepare more outstanding personnel with talents and practical understanding. Furthermore, consider to establish the operation center at the North, Center, and South of the country. Also, set up the area of the back-office system for handling and filing the uploaded documents from branches in order to reduce the workload of the bank clerks.