Developing a novel mobile banking software process architecture by deploying etom framework

Abstract

-Nowadays, with the progress and influence of information technology in financial organizations, the major challenge is the ability to apply multiple knowledge and skills in an organizational process. Under such a perspective, the entity of bank should not be defined as a set of functional areas but a combination of complex processes that together can constitute the totality of the organization. The banks also require utilization and development of communication processes and customer service for successful development of end-to-end interactions. In this regard, the study of mobile banking processes in order to analyze the existing situation in this area and the recognition of its current position in banks is imperative using process architecture.Given that the eTOM1 framework as a process-driven framework plays an important role in supporting interactions with users and customers and upgrading existing processes in the organization. Using the eTOM framework in business to customers (B2C) and the combination of those together to provide convenient services to users may be widely deployed in mobile banking. As a result, it's attempted that by investigating mobile banking systems and using an eTOM framework, new process architecture will be provided so that small steps could be taken to achieve the goals of banks i.e. the quality of services and products offered to customers and their satisfaction and loyalty rate.