Banking

&Retail in the

Digital Age

Hiba FayadAl-Iktissad Wal-Aamal

@iktissad#DGTLU

The Study

The adoption of retail banking among Lebanese consumers

Online shopping behaviors

The impact of demographics factors

The impact of security and privacy, quality of internet connection

The impact of awareness

Hypotheses

Educational level & occupation not supported

Age, gender and income supported

The age and income of retail banking consumers affect the adoption of internet banking

The consumers’ age, gender and income affect the adoption of online shopping

The sample

780 internet users

Living in Lebanon

Different nationalities

Males and females

All age groups

All regions

Economically active

Bank account in a Lebanese bank

HOW CONNECTED IS THE LEBANESE INTERNET USER

Mobile – Tablet – Gadgets…

WHAT ABOUT THE CONNECTION QUALITY?

WHERE ISTHE SOCIAL CUSTOMER?

2013Recommendation

Focus on Instagram!

WHAT ABOUT ONLINE SHOPPING?

Number of consumers shopping online is still growing.

201370.5%

WHO SHOPS ONLINE?

Who shops online?

51.3% of online shoppers are individuals with mid-income between 1000$ and 3500$

39.2% of them are connected for more than 9 hours per day.

79.3%of consumers who own a smartphone shop online

84.7% of those who own a tablet shop online.

Main findings

Younger consumers are more likely to adopt internet banking, shop online and pay with a credit card.

Therefore, the survey finding should push to implement appropriate strategies to encourage retail internet banking for other age categories.

Conclusion

Considerable increase in mobile banking usage

Increase in online shoppers

ATM is still the preferred point of contact with a bank

Younger consumers are fast adapting to digital services

Higher adoption and usage of digital services by higher income consumers

Final thoughts

Change in the interactions between consumers and retailers

How and to what extent technical innovations will change traditional retail

Banks responsibility in supporting the growth of the e-commerce industry in Lebanon

Thank You!

Enjoy your day!