servciile bancare electronice

7/31/2019 Servciile bancare electronice

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Analele Universit ii Constantin Brncui din Trgu Jiu, Seria Economie, Nr. 1/2009

Annals of the Constantin Brncui University of Trgu Jiu, Economy Series, Issue 1/2009

49

SERVICIILE BANCARE ELECTRONICE

N ECONOMIA BAZAT PE

CUNOSTINE

Conf. univ. dr Rbonu Cecilia IrinaUniversitatea Constantin Brncui din

Trgu-Jiu

Abstract

Termenul de "electronic banking" sau "e-banking" (operatiuni bancare electronice la distanta)

reprezinta servicii ce pot fi accesate atat pe telefon cat sipe calculator. Utiliznd acest servciu pe calculator, o

organizatie caritabila, fie formeza direct in computerulbancii sale, fie obtine accesul la calculatorul bancii prin

intermediul internetului. Serviciul prin telefon permiteacesteia sa controleaze conturile bancare, dndinstruciunile telefonic. Ambele posibilitati de e-bankingpresupun utilizarea de parole, care ofer accesul laconturile de caritate.

Inovaia tehnologic i concurena ntreorganizaiile bancare existente au permis unei game mai

mari de produse i servicii bancare sa devina accesibile

i posibile prin intermediul internetului. Dezvoltarearapid a posibilitatilor oferite de e-banking prezinta nunumai beneficii dar si riscuri. Cei din sistemul bancarrecunosc, se adreseaza i gestioneza instituiile bancarentr-o manier prudent n funcie de caracteristicile

fundamentalei provocrile serviciilor e-banking.

Cuvinte cheie: sistem bancar, servicii electronicela distanta, telephone banking, internet banking, plati peinternet.

Introducere

Ca i asupra majoritilor domeniilor deactivitate, intervenia i expansiunea noilortehnologii informatice se regsesc i nindustria serviciilor financiar-bancare caremanifest receptivitate la schimbrilefenomenului e, prezent n ntreaga economiemondial. Utilizarea calculatorului, ainternetului sau a telefonului mobil a devenitun fenomen de masi a creat pentru bnci unnou tip de client pretenios, familiarizat cutehnologiile de ultim or, care solicit servicii

i consultan financiar prin mijloace

ELECTRONIC BANKING SERVICES

IN ECONOMY BASED ON

KNOWLEDGE

Assoc. Prof. PhD Rbonu Cecilia IrinaConstantin Brncui University of

Trgu-Jiu

Abstract

The term "electronic banking" or "e-banking" covers both computer and telephone

banking. Using computer banking, a charityscomputer either dials directly into its bank's

computer or gains access to the banks computerover the internet. Using telephone banking, the

charity controls its bank accounts by giving thebank instructions over the telephone. Bothcomputer and telephone banking involve the use ofpasswords which give access to the charitysaccounts.

Technological innovation and competitionamong existing banking organizations have allowed

a wider array of banking products and services tobecome accessible and delivered through the

Internet. The rapid development of e-bankingcapabilities carries risks as well as benefits. Thebankers are to recognize, address and managebanking institutions in a prudent manner according

to the fundamental characteristics and challengesof e-banking services.

Key words: banking system, electronicbanking, telephone banking, internet banking,internet-based payments.

Introduction

As on most areas of activity,intervention and expansion of newinformation technologies are found in thefinancial services industry and bankingwhich show receptivity to change"phenomenon is" currently in the globaleconomy. Using computers, the Internet ormobile phone has become a mass

phenomenon and created banks for a newtype of customer pretentious, familiar withthe latest technologies, which require

financial services and advice through


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electronice.[2]Schimbri profunde asupra mentalitii

tuturor utilizatorilor de produse i serviciibancare au fost realizate de ctre trecerea de la

distribuia fizic la cea virtual.n centrul noilor orientri strategice alebncilor se afl la momentul actual canalelealternative de distribuie, care se concretizeazn[4]:1. noi structuri de sucursale i

anume:minisucursale de tip chioc saupunct bancar n magazin, sucursaleorientate spre un segment anume de clieni;

2. bancomate, POS-uri i zip-zap-uri;3. automate de schimb valutar; sucursale tip

self banking;4. fore de vnzare specializate; call center

cum ar fi cele de tip IVR (Interactive VoiceResponse) care opereaz prin telefon curspuns pe robot sau rspuns uman;

5. telefonul mobil; PC, Internet.Trecerea la economia i societatea

bazate pe cunotine n condiiile dezvoltriiaccentuate a tehnologiei informaiei i

comunicaiilor provoacschimbri profunde

n sectorul serviciilor financiar-bancare.

Succesul acestorservicii n noile condiii esteputernic influenat de reproiectarea idiversificarea lor de aa manier nct sconduc nu numai la obinerea satisfaciei

clienilor, ci i la entuziasmarea lor.1. Definiii ale serviciilor bancare

electroniceServiciile bancare la distanta, realizate

pe cale electronic (eBanking), i au nceputuln 1995 cnd banca american PrezidentialBank din Mariland a lansat primele servicii

bancare prin Internet. La jumtatea lui 2003peste 17% din americani utilizau serviciile debanc electronice. Serviciile de eBanca suntfolosite ns actualmente n mod majoritar deeuropeni - 48 de milioane de europeni fa de21 de milioane de americani si 20 de milioanede japonezi, pe tot anul 2003. Circa 16.000 deinstituii financiare din ntreaga lume ofereau,n 2003, servicii de eBanca .

n Romnia serviciile de eBanca s-au

dezvoltat rapid n ultimii civa ani i sunt n

electronic means. [2]Profound changes of mentality to

all users of banking products and serviceswere made available by the shift from

physical distribution to the virtual. In thenew strategic orientations of banks are nowalternative channels of distribution, whichin reality [4]:

1. New structures of branchesnamely: small branches a kiosk or shop ina bank, a branch-oriented segment ofindividual customers;

2. ATMs, POS sites and zip-zap-ROMs;

3. Automatic exchange, branch type

"self banking";4. Specialized sales force, "call

centre" like those of IVR (InteractiveVoice Response) operating telephoneanswering the robot or human response;

5. Mobile phone, PC, Internet.Switching to the economy and

society based on knowledge in thedevelopment of enhanced information andcommunications technology causes

profound changes in the financial and

banking services. The success of theseservices under the new conditions isstrongly influenced by the redesign anddiversify their way that lead not only toachieving customer satisfaction, but alsotheir enthusiasm.

1. Definitions of electronicbanking services

Remote banking services,completed electronically (eBanking), havetheir beginning in 1995 when Bank ofAmerican Presidential Mariland Banklaunched the first Internet bankingservices. In mid-2003 over 17% ofAmericans using electronic bankingservices. EBank services are currently used

but the majority of Europeans - 48 millionEuropeans over 21 million Americans and20 million Japanese, throughout 2003.

Nearly 16,000 financial institutions around

the world offering, in 2003, services eBank


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continuare n curs de dezvoltare i extindere.La nceput a fost electronic-banking-ul, aurmat Internet-banking-ul, iar de curnd, nRomnia a fost introdus serviciul de mobile-

banking. Toate cele trei servicii ofer clientuluibncii, n principiu, cam aceleai faciliti.Diferenele dintre ele constau n libertatea demicare oferit i n canalul folosit pentru acomunica cu banca.

Serviciile bancare electronicereprezint clasa de servicii bancare care pot fi

puse de o banc la dispoziia persoanelor fizicei companiilor prin mijloace electronice, sau

parial electronice, n general prin intermediulunui telefon fix sau mobil, sau prin Internet.

Aceste servicii permit administrarea total sauparial a unui cont bancar, efectuat dedeintorul de cont, contul putnd fi curent, latermen sau de card, fr a mai fie necesardeplasarea deintorului de cont la un ghieu de

banc. Deintorii de conturi pot avea acces laaceste servicii daca se nregistreaz la banc nacest scop i primesc, dup acceptareanregistrrii, o metoda de identificare unic(nume, parol, PIN, expresii de control,dispozitiv special, etc.) care s le permit o

utilizare sigur a serviciilor.2. Tipuri de servicii bancare

electroniceServiciile bancare electronice, adic

serviciile de banc electronic sau eBanca, sepot clasifica n general n doua categorii:furnizarea de informaii, i efectuarea detransferuri de fonduri i pli. .[5]

Informaiile bancare furnizateelectronic de banc sunt informaii asupracontului bancar i informaii generalefinanciar-bancare, cum ar fi cursul valutarcurent, dobnzile sau comisioanele curente,reeaua de ATM-uri, i altele, de utilitategenerala.

Tot n categoria informaiilor bancarefurnizate electronic se pot ncadra si mesajeleSMS trimise de banc ctre deintorul de contde card la momentul efecturii unei tranzaciicu cardul sau, aceasta fiind o msur dereducere a eventualelor pierderi n cazul

furtului sau pierderii cardului, care i permite

In Romania eBank services havedeveloped rapidly over the last few yearsand are still developing and expanding Atfirst it was e-banking is a follow-Internet

banking, and recently, Romania wasintroduced service mobile banking. Allthree services offer the customer the bank,in principle, about the same facilities. Thedifferences between them consist in thefreedom of movement provided in thechannel used to communicate with the

bank.Electronic banking services is class

banking services that can be made by abank to provide individuals and companies

through electronic means, electronic or inpart, generally via a fixed or mobiletelephone or the Internet. These servicesallow the total or partial management of a

bank account through the account holder;the account may be current or valid creditcard, without the need to be moving theaccount holder at a bank counter. Accountholders can access these services if theyregister at the bank for this purpose andreceive upon acceptance of registration, a

unique method of identification (name,password, PIN, expressions control,special, etc.) enabling them safe use ofservices.

2. Types of electronic bankingservices

Electronic banking services,services or electronic bank eBank may becategorized generally into two categories:

providing information and makingtransfers of funds and payments. . [5]

Bank information provided areelectronic bank account information on

banking and financial information andbanking, such as the current exchange rate,interest or fees current network of ATMs,and more general utility.

Also in the banking informationprovided electronically and may be placedSMS messages sent by the bank to the

holder of the card at the time of a


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deintorului cardului s i blocheze carduldup prima tranzacie efectuat de un deintorilegal.

Transferurile de fonduri din cont pot fi

transferi intrabancare sau interbancare. Plileordonate se pot efectua ctre un contintrabancar, ctre o alt banc, sau ctretrezorerii, n moneda rii sau n alt moned.Se poate ordona vnzarea sau cumprarea devalut. O companie poate ordona platasalariilor ctre angajaii si, pornind de la uncont de salarii al companiei, ctre o list

prestabilit de conturi de salariai. Se pot facepli de facturi si de rencrcare a cartelelortelefonice.

Cele mai cunoscute tipuri de serviciibancare in Romnia sunt:

Telephone Banking Sistem automat de decontare intre banci Sistem automat de plati pentru Casa de

compensare Plati electronice si prin Internet

Telephone Banking este serviciu ceconst fie n activarea vocii, de exemplucomputerul reacioneaz la vocea clientului iefectueaz operaiunile n concordan cu

instruciunile acestuia, fie ntr-o activareelectronic a vocii, de exemplu clientulvorbete la microfonul telefonului bncii iformeaz anumite numere care, de faptreprezint o anumit tranzacie. Prin telephone

banking se pot efectua transferuri de fonduri,achitarea unor facturi regulate, solicitarea decredite etc.

Operaiunile bancare prin telefonulmobil (mobile banking) au aprut n ultimii aniai deceniului trecut i reprezint o alternativa ainternetului n sensul c se pot transmiteinstruciuni bancare din orice loc i n oricemoment prin telefonul mobil, deci fr unterminal PC conectat la o reea. Mobile

banking-ul (m-banking) este un canal deoperare de ctre un posesor de telefon mobilcare poate transmite mesaje scrise la o banc

pentru obinerea de informaii i efectuarea deoperaiuni bancare i poate primi mesaje scrisesau sonore de rspuns. Mobile banking-ul face

parte din categoria pltilor electronice pentru

transaction card or, being a measure toreduce possible losses in case of theft orloss of card, which enables card holder tolock the card after the first transaction by a

holder illegal.Transfers of funds from the accountmay be transferred or enterbankinginterchange. Payments may be ordered by aenterbanking to another bank, or cash incurrency of the country or in anothercurrency. It may order the sale or purchaseof foreign currency. A company may order

payment of salaries to its employees, froma company's salary, to a preset list ofaccounts of employees. You can make

payments of bills and recharge the phonecards.

The best known types of bankingservices in Romania are:

Telephone Banking Bankers Automated Clearing

System Clearing House Automated

Payment System Electronic and Internet -Based

Payments/

Telephone BankingTelephone Banking service is what

is either voice activation, for example, thecomputer reacts to the voice of thecustomer and conduct operations inaccordance with his instructions or in anelectronic voice activation, for example,the client speaks to the microphone and

phone bank to make certain numbers,actually represents an individualtransaction. Through telephone bankingyou can make transfers of funds, paymentof regular bills, request for credit, etc..

Banking through mobile phone(mobile banking) have emerged in recentyears of the past decade and is analternative to the Internet in the sense thatit may send banking instructions from any

place and at any time by phone, without aterminal connected to a PC network. Themobile banking (m-banking) is a channel

operating by an owner of mobile phone


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persoanele fizice, posesoare de carduri, care seadreseaz numai bncii emitente a cardului.

Operaiunile de m-banking sunt nc nfaza de pionierat pe plan mondial dar

specialitii prevd noi procedee care vorasigura extinderea rapid a acestui sistem i oconcuren puternic cu internet-banking.

Sistem automat de decontare ntrebnci este folosit, n special, pentru efectuareatransferurilor de fonduri dintre bncile membreale sistemului i opereaz standing orders,direct debits, pli de salarii, chirii. Sistemautomat de decontare ntre bnci este dotat cu o

banda magnetic care conine detalii cu privirela conturile care urmeaz a fi debitate sau

creditate. Aceasta le sorteaz n ordine bancarei, apoi transmite bncii pltitoare detaliilerelevante.

Transferurile efectuate prin Sistemautomat de pli pentru Casa decompensare se realizeaz n ntregime prinintermediul calculatorului i reprezint ometod garantat de efectuare a plii, nspecial decontarea unor sume mari.

Internet banking este un produsbancar care este asemntor cu serviciul e-

banking. E-banking/serviciile bancareelectronice utilizeaz o tehnic puin nvechit.Astfel, la nivelul unui client acest serviciu serealizeaz prin intermediul unei linii telefonicei a unui computer, instrumente care pot sndeplineasc nevoile tehnice solicitate de

banci s execute programul software necesarrealizarea unei comunicri optime cu clienii

bncii. Spre deosebire de serviciul e-banking,serviciul i-banking presupune folosirea unuicomputer situat oriunde n lume. Pe computereste instalat un browser, iar computerulrespectiv este conectat la reeaua Internet.Utilizarea acestui serviciu bancar oferavantaje mari att bncii, ct i clieniloracesteia

Fiecare banc care devine eBanca oferunele, sau toate, dintre aceste servicii, grupate

pe pachete de servicii adecvate unor anumecanale de acces.

3 Servicii bancare electronice nRomnia.

that can send text messages to a bank toobtain information and conduct bankingtransactions and receive text messages oraudio response. Mobile banking is the part

of electronic payments for individuals inpossession of cards, which is only the bankissuing the card.

The operations of m-banking is stillpioneering in the world in November butspecialists provide procedures that willensure rapid expansion of this system andstrong competition in internet banking.

Bankers Automated ClearingSystem is used in particular for makingtransfers of funds between banks members

of the operating system and standingorders, direct debits, salary payments,rents. Automatic settlement between banksis equipped with a magnetic tapecontaining details of accounts to be debitedor credited. It sorted in the order bank,

paying bank and send the relevant details.Transfers made through an Clearing

House Automated Payment System ismade entirely by computer and is aguaranteed method of payment, in

particular the settlement of large sums.Electronic and Internet -Based

PaymentsInternet banking is a banking

product that is similar to the e-banking. E-banking / services electronic banking usesa little old-fashioned technique. Thus, thelevel of customer service is achievedthrough a telephone line and a computertool that can meet the technical needsrequired by the Bank and to executesoftware needed to achieve optimalcommunication with bank customers.Unlike e-banking service, banking serviceand involves using a computer locatedanywhere in the world. Is installed on yourcomputer browser and the computer isconnected to the Internet. Using thisservice the bank provides great benefits

both the bank and its customers.Each bank that becomes eBank

provides some or all of these services,


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n 2004 majoritatea bncilor dinRomnia ofereau ctre clieni circa 28 deservicii bancare electronice avizate, incluznd

practic toate tipurile de servicii - informaii de

cont, informaii asupra tranzaciilor, sigenerale, precum i transferuri si pli intra- iinterbancare. Numrul de utilizatori ai acestorinstrumente a depit 56.000 in primultrimestru al anului 2008 Aceasta reprezint maimult dect dublul utilizatorilor fa de sfritul

primului trimestru al anului 2004 cnd senregistrau 24.200 utilizatori, i o cretere cu26% raportat la trimestrul IV al anului2007.[10]

Cum era de ateptat, n Romnia

ritmurile de cretere a numrului de utilizatorii de tranzacii prin serviciile electronice

bancare se accelereaz spectaculos de la an laan, datorit faptului c piaa se afl la nceput.La sfritul lunii iunie 2006, statisticileMinisterului Comunicaiilor i TehnologieiInformaiei (MCTI)[9] raportau un numr de

peste 150.000 de utilizatori de servicii de platla distan. Pentru comparaie, n iunie 2005numrul acestora era de circa 66.000, ceea censeamn o cretere de aproximativ 120%. La

finele primului semestru al anului n curs senregistrau peste 4 milioane de tranzaciiefectuate prin canale de plat la distan, fade iunie 2005, cnd numrul acestora se ridicala aproape 2,6 mil. Valoarea tranzaciilorexprimat n euro era, la sfritul lunii iunie2006, de aproape 30 de miliarde de euro. naceeai perioad a anului trecut valoareaacestora era de aproximativ 15 miliarde deeuro, deci creterea este de 50%.

Aceasta este imaginea pe care serviciilebancare electronice o are n Romniacontemporan pe ansamblu. ncercm ncontinuare o descifrare a situaiei acestorservicii la nivelul principalilor operatori de pe

pia[9]:.Pentru BCR, numrul de utilizatori

persoane fizice ai e-BCR a crescut cu 110%,iar cel al clienilor companii cu 26%. Laserviciul Multicash, utilizat exclusiv de

persoane juridice, mrirea numrului de clieni

a fost de 69%.

grouped in packages of servicesappropriate to the channel access.

3. Electronic banking services in

Romania.In 2004 most banks in Romania tooffer about 28 electronic banking servicesapproved, including virtually all types ofservices - account information, informationon transactions, and general and transfer

payments and intra-and inter. Number ofusers of these instruments over 56,000 inthe first quarter of 2008 This is more thandouble compared to the end user the firstquarter of 2004 when recording 24,200

users, and increased by 26% compared tothe quarter of 2007. [10]

What was expected in Romania,growth rates in the number of users andtransactions through e-banking isaccelerating spectacular every year,

because the market is at the top. In lateJune 2006, statistics Ministry ofCommunications and InformationTechnology (MCIT) [9] reported a numberof more than 150,000 users of payment

services at a distance. For comparison, inJune 2005 the number was about 66,000,which means an increase of 120%. At theend of the first half of the current recordingis more than 4 million transactions through

payment channels remotely, from June2005, when their number rises to almost2.6 million value of transactions in eurowas at the end of June 2006, almost 30

billion. During the same period last yeartheir value was approximately 15 billion,so the increase is 50%.

This is the image that electronicbanking services in Romania is acontemporary overall. We continue todecipher the situation of these services atthe main operators in the market [9].

For BCR, the number of users ofnatural-BCR is increased by 110%, and theclient company with 26%. Multicashservice, used exclusively by legal persons,

the number of customers was 69%.


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In BRD, numrul de utilizatori aiserviciului de internet-banking, BRD-NET, aavut o cretere de peste 200% n perioadaiunie 2007-iunie 2008, antrennd o mrire

similar a volumului de operaiuni.Potrivit Raiffeisen Bank, serviciuRaiffeisen Online a nregistrat, dup trei lunide la lansare, peste 8.000 de clieni persoanefizice. Pentru serviciul myBanking, numrulclienilor era la sfritul lunii iunie 2007 deaproximativ 27.000, ceea ce nseamn ocretere de peste 100%. Ca volum altranzaciilor, mrirea a fost direct

proporional cu cea a numrului de clieni,adic tot de peste 100%. In anul 2008 au fost

procesate prin intermediul myBanking peste92.000 de tranzacii n valoare de 30 demilioane de lei.

HVB Bank Romnia avea la finele luniiiunie 2007 peste 30.000 de utilizatoriindividuali i companii de Online B@nking -mai mult de jumtate din clienii bnciifolosind acest serviciu -, ceea ce nseamn ocretere de 130% fa de sfritul lui iunie2006. n acelai interval, numrul clienilorMulticash ai HVB, precum i volumul

instruciunilor transmise bncii prin mijloaceelectronice a crescut cu 40%.

La sfritul primului trimestru al anului2008, numrul clienilor companii careaccesau ING OnLine depea 1.500, iar cel altranzaciilor trecea de 100.000 de operaiunilunar.

Alpha Bank prezint o distribuia pecategorii a numrului de clieni - persoanefizice i juridice - echilibrat, de aproximativ50% pentru fiecare segment. Pe de alt parte,n ceea ce privete numrul de utilizatori aiAlpha Click lucrurile stau diferit, deoarece nspatele unui client corporate exist un numrmult mai mare de utilizatori i, implicit, altevalori ale tranzaciilor, dup cum au explicatoficialii bncii.

n cazul UniCredit, n 2007 numrul depersoane juridice care folosesc serviciulinternet-banking a crescut cu 57%, ceea ce adus automat la un volum al tranzaciilor mai

mare cu 130% dect n anul precedent.

In BRD, the number of users ofInternet-service banking, BRD-NET, hadan increase of 200% in the period June2007-June 2008, entailing an increase in

the volume of similar transactions.According to Raiffeisen Bank,Raiffeisen Online service has been, threemonths after launch, over 8,000 customersindividuals. My Banking service, thecustomer was at the end of June 2007approximately 27,000, which means anincrease of 100%. Volume of transactionsincrease was directly proportional to thenumber of customers, so all over 100%. In2008 were processed through my Banking

over 92,000 transactions worth 30 millionlei.

HVB Bank Romania will end inJune 2007 over 30,000 individuals andcompanies B@nking Online - more thanhalf of bank customers using the service -which means an increase of 130% over theend of June 2006. At the same time, thenumber of customers Multicash HVB andthe instructions transmitted by electronicmeans the bank has increased by 40%.

At the end of the first quarter of2008, the company that customers accessING OnLine exceeded 1500, and thetransactions crossed the 100,000transactions monthly.

Alpha Bank presents a distributionby category of number of customers -individuals and legal entities - balanced,about 50% for each segment. On the otherhand, as regards the number of users ofAlpha Click things are different, because

behind a corporate client has a much largernumber of users and, implicitly, othertransaction, as bank officials explained.

In the case of UniCredit, in 2007the number of legal entities that useinternet banking services increased by57%, which led automatically to atransaction volume of more than 130%than the previous year. Individuals haveused Internet banking transactions with

63.6% more often than in 2005, especially


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4. Pachete de servicii bancareelectronice pentru studeni

Tot mai multe bnci ncearc s iasigure potenial pentru creterea viitoare a

portofoliului de retail prin atragereastudenilor, crora le ofer pachete speciale deproduse i servicii, comisioane mai mici saureduceri la plile cu cardul la comercianii

parteneri.Printre bncile care au inclus n oferta

lor pachete de produse special adresate tinerilorse numra BCR, BRD, ING. Alturi deacestea, sunt bnci care nu au promovat

pachete speciale, ci au ieit doar cu o ofert definanare de studii in strintate, spre exemplu,

Banca Transilvania, Unicredit Tiriac sau CRFirenze.

Studenii sunt considerai "parteneristrategici", in ideea de a fideliza un client de la

primul lui contact cu sistemul bancar, nsperana ca va rmne alturi de banci cndva avea un potenial de ctig mai ridicat. Nuse urmrete profitabilitatea imediat peaceast linie de afaceri fiind o investiie petermen lung. Banca BCR a venit recent cu un

pachet dedicat, care reunete un cont curent cu

card ataat si servicii de tranzacionare peplatformele de call-center si internet-banking.Pachetul aduce tarife prefereniale - plile defacturi la bancomatele proprii i interogrile desold nu sunt taxate, iar patru tranzacii suntoferite gratuit n fiecare lun, cte dou pe

platformele de internet i call-center.n prezent piaa serviciilor pentru

studeni este atomizat, mai multe bnci avndoferte dedicate. BCR si-a planificat s atrag30% din cei 500.000 de studeni inclui innvmntul de zi, in orizontul urmtorilor treiani, ceea ce i-ar asigura poziia de lider peacest segment. BRD a ncercat s atragstudeni n portofoliul su de clieni nc din2005 prin lansarea unui card pentru studeni. nanul 2008 i-a mbogit oferta de produsedestinate tinerilor si a derulat o campanie princare oferea, pn la 15 decembrie 2008,comision zero de administrare anual acardului n primul an de la accesarea

pachetului destinat studenilor. Att BRD, cat

obtain.6.7. Packages electronic banking

services for students

More and more banks trying toensure future growth potential for the retailportfolio by attracting students, whichoffers special package of products andservices, lower fees or discounts on card

payments to merchants partners.Among banks that have included in

their offer packages of productsspecifically targeted to youth include BCR,BRD, ING. Along with these are banks thathave not passed special packages, but only

came with an offer of funding for studiesabroad, for example, Transylvania Bank,Unicredit Tiriac or CR Firenze.

Students are considered "strategicpartners" in the idea of constant from acustomer's first contact with the bankingsystem, hoping that he will remain next tothe bank and you will have a potential forhigher earnings. No one on the immediate

profitability of this line of business is aninvestment in the long term. Bank BCR

was recently dedicated a package thatmeets a current account with attached cardtransaction services and on platforms callcenter and Internet banking. Package

brings preferential rates - payments of billsfrom ATMs of their own queries and notsold are priced and are offered four freetransactions each month, two platforms onthe internet and call-center.

Currently the market for students isthe sprayer, with more banks offerdedicated. BCR he planned to attract 30%of the 500,000 students included in theeducation of the day, the horizon in thenext three years, which he would provideleadership in this segment. Bank sought toattract students to its portfolio of clientssince 2005 by launching a card forstudents. In 2008 and has enriched theoffer of products for young people anddeveloped a campaign that offered by 15

December 2008, management fee zero


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si BCR, au deschis chiar si agenii n ctevadin marile centre universitare.

Cea de-a treia mare banc ce n 2008 ancercat s i fac loc n segmentul studenilor

este ING, care promoveaz cardul pentrustudeni nc de la primul contact al clientuluicu pagina web a bncii. Singurele comisioane

pe care trebuie s le plteasc studentulposesor de card ING sunt la retragerea denumerar de la bancomatul altei bnci i laaccesarea serviciului de internet banking.Banca ofer o dobnd anual de 8,25% la

banii studentului din cont, care se pltete lasfritul fiecrei luni. Strategia bncilor de a seapropia de studeni a mers pn la colaborarea

cu asociaiile studeneti pentru promovareaproduselor specifice.

Produsele prefereniale oferite debncile mari studenilor sunt: BCR - credit pentru studii, pachet care

include cont curent, card de debit, internetbanking, mobile banking

BRD - credit pentru studii sau pentrufinanarea programelor work and travel;

pachet care include cont curent, card dedebit, asigurare de bunuri, internet banking,

mobile banking Banca Transilvania - card de debit, credit

pentru studii UniCredit - credit pentru studii ING - card de debit, cont curent, internet

banking5. Avantajele oferite de serviciile

electronice bancareAceste avantaje difer n funcie de

tipul de servicii electronice bancare si implicitde banc. Prezentm n continuare beneficiileaduse de cele mai utilizate pachete de servicii

bancare electronice:n cazul Mobile- Banking- ului

avantajul relativ este perceput n legtur cuvaloarea elementului de mobilitate pentru noulmediu de distribuie (de exemplu, utilizareaacestui serviciu de ctre consumator n timp cese plimb pe strad).

Complexitatea n sensul c desfurareaunei tranzacii bancare prin telefonul mobil

este n legtur invers cu experiena

annual card in the first year for studentsaccessing package. Both BRD and BCRhave even in some of the major universitycenters.

The third big bank in 2008 thatsought to make their place in the studentsegment is ING, which promotes studentcard from the customer's first contact withthe bank website. The only fees you must

pay the student card holder ING arewithdrawing cash from banks and otherATM to access the internet bankingservice. Bank provides an annual interestrate of 8.25% on money from studentaccount to be paid at the end of each

month. Strategy banks to approach thestudents went to the collaboration withstudent associations to promote specific

products.Preferential products offered by

banks are high students: BCR - credit for studies package that

includes the current account, debitcard, internet banking, mobile

banking BRD - credit to finance studies or

work and travel programs; packagethat includes the current account,debit card, insurance of goods,internet banking, mobile banking

Transilvania Bank - debit card, creditfor studies

UniCredit - Credit for study ING - debit card, current account,

internet banking

5. Advantages of electronicbanking services

These benefits vary depending onthe type of electronic banking services and

bank default. Show the benefits of thepackages used electronic banking services:

If mobile banking's relativeadvantage is perceived in relation to theelement of mobility for the new medium ofdistribution (for example, use this serviceto the consumer while the parade on the

street).


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consumatorului n ceea ce privete tehnologian general. Adoptarea produselor complexedepinde de abilitatea adoptantului de a dezvoltanoi cunoateri si noi dimensiuni ale

experienei. Abilitatea aceasta poate fimbuntit prin cunotinele dobnditereferitoare la alte produse (de exemplureferitoare la Internet Bankig).

Compatibilitatea se refer la msura ncare un canal inovator, aa cum este telefonulmobil, este compatibil cu experiena trecut aindividului, iar valorile par s aib un impactsemnificativ asupra disponibilitii de adoptare.

Observabilitatea descrie msura n careo inovare este vizibil pentru ali membri ai

sistemului social. Intangibilitatea serviciilorbancare poate crea unele probleme, chiar dacn cazul Mobile Banking- ului, mediul dedistribuie a serviciului - telefonul mobil

poate mbunti evidena fizic a inovrii.Posibilitatea de testare - potrivit lui

Rogers, celor crora li se permite sexperimenteze inovarea se vor simi mult maiconfortabil cu aceasta i mult mai dispui s oadopte. Cu alte cuvinte, dac consumatorilor lise d oportunitatea de a ncerca inovarea atunci

frica de necunoscut si inabilitatea de utilizaredispar.

Riscul perceput - securitatea sincrederea n utilizarea serviciului a fostmenionat ca fiind cel mai important factor

pentru toate segmentele de consumatori atuncicnd decid pentru tipul operaiunii.

Internetul a devenit n ultimii ani opopular platform de distribuie pentruBanking- ul electronic. Banking- ul personalnu mai este ngrdit de timp sau de locaie.Consumatorilor de banking electronic li s-aoferit un acces mai uor la conturile lor 24 de hdin 24, apte zile pe sptmn. Cu toataceast convenabilitate, ratele de adoptare a

banking ului electronic n cele mai multe riau fost foarte sczute.

Diferenele individuale ncomportamentul de cumprare sunt asociate cuacceptarea noilor tehnologii ale informaiilor,cum ar fi Internet Banking -ul. Utilizatorul

tipic al serviciului de Internet Banking este

Complexity in the sense that theconduct of banking transactions by mobile

phone is in inverse relation with theconsumer experience in terms of

technology in general. Adoption ofcomplex depends on adopted ability todevelop new knowledge and newdimensions of experience. This ability can

be enhanced by knowledge gained on otherproducts (eg on the Internet Bankig).

Compatibility refers to the extentthat an innovative channel as the mobile

phone is compatible with past experienceof the individual, and values appear to havea significant impact on the availability of

adoption.Observables describes the extent to

which an innovation is visible to othermembers of the social system. Intangibility

banking services may create someproblems, even if in the case of MobileBanking, the distribution service - mobile

phone - can improve the physical record ofinnovation.

Ability testing - according toRogers, those who are allowed toexperiment with innovation will feel muchmore comfortable with it and more willingto take. In other words, if consumers aregiven the opportunity to try the innovationthen the fear of the unknown and inabilityto use disappear.

Perceived risk - security andconfidence in using the service was cited asthe most important factor for all segmentsof consumers when deciding on the type of

operation.The Internet has become in recentyears a popular distribution platform forthe electronic banking. Banking is nolonger restricting the time or location.Consumers of electronic banking have

been given easier access to their accounts24 hours / 24, seven days a week. With allthis conveniently rates of adoption of

banking - electronic map in most countrieswere very low.

Individual differences in purchasing


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considerat ca avnd un nivel ridicat deeducaie, ca fiind o persoan tnr si cu o

bun nelegere i cunotine despre computeresi Internet. Experiena anterioar cu tehnologia,

n special cea privind computerele, este unfactor important al adoptrii serviciului deInternet Banking. Cu ct experienaconsumatului privind tehnologia este maimare, cu att va nelege mai bine noiletehnologii si ramificaiile acestora.

Utilizarea serviciului de InternetBanking este influenat i de grupurile dereferin ale consumatorului (familia, prieteniietc.). Chiar dac iniierea utilizrii acestuiserviciu a fost determinat de un anume grup

de referin, continuarea utilizrii acestuiadepinde de ali factori, n principal de percepiaconsumatorului privind tehnologia.

Una dintre cele mai importanteprovocri pentru Internet Banking se refer lasecuritatea Consumatorilor. Necesitateaasigurrii securitii s-a dovedit a fi una dintrecele mai mari bariere n adoptarea InternetBanking- ului.

Deci avantajele Internet Banking sunt:Consumatorii pot s-i foloseasc

computerele i modemul telefoanelor pentru ase conecta de acas sau din orice loc unde auacces la un computer, chiar i de la unInternet Cafe Bar.

Serviciile sunt disponibile 7 zile pesptmn, 24 de ore pe zi.

Tranzaciile sunt executate siconfirmate repede.

Timpul de procesare este comparabil cuacela al unei tranzacii prin ATM.

Paleta serviciilor oferite este foartelarg. Clienii pot s efectueze orice tranzaciede la o simpl verificare a soldului contuluicurent, pn la a solicita un mprumut.

6. Securitatea serviciilor bancareelectronice

Informaia, cel mai important activ aloricrei organizaii ncadrul economiei bazate

pe cunotine, este expus n prezent unui

numr din ce n ce mai divers de ameninri

behavior are associated with the acceptanceof new technologies of information, suchas the Internet Banking. Typical user of theInternet Banking service is regarded as

having a high level of education as a youngperson with a good understanding andknowledge about computers and theInternet. Previous experience withtechnology, especially on computers is animportant factor in the adoption of InternetBanking service. The consumer experienceof technology is higher, so you betterunderstand new technologies and theirramifications.

Using the Internet Banking service

is influenced by groups of reference of theconsumer (family, friends, etc.).. Even ifyou initiate the use of this service wasdetermined by a specific group ofreference, its continued use depends onother factors, primarily on consumer

perceptions of technology.One of the most important

challenges for Internet Banking refers tothe safety of consumers. Need for securityhas proven to be one of the biggest barriers

to adoption of Internet Banking.So the benefits of Internet Banking

are:Consumers are able to use

computers and phone modem to connectfrom home or from any place whereaccess to a computer, even from anInternet Cafe Bar.

Services are available 7 days aweek, 24 hours a day.

Transactions are executed andconfirmed quickly.

The processing time iscomparable to that of a transactionthrough the ATM.

Range of services offered isvery broad. Customers can carry out anytransaction in a simple verification of the

balance on current account, to apply for aloan.

Security of electronic banking

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provocate de factori interni sau externi.Instituiile de credit trebuie s se

conformeze unor acte legislative, norme iregulamente care conin prevederi privind

securitatea informaiei. Reglementri specificesistemului bancar sunt coninute de Legeabancar, precum si de norme BNR.

In domeniul plilor electronice, celemai importante reglementari sunt OrdinulMCTI 218/14.06.2004 si Regulamentul BNR6/2006 privind tranzaciile efectuate prinintermediul instrumentelor de plat electronicei relaiile dintre participani. Alte reglementri

privesc semntura electronic ;i comerulelectronic.

Un capitol aparte l constituie legislaiaprivind viaa privat: Legea 677/2001 pentruprotecia persoanelor cu privire la prelucrareadatelor personale, precum i Legea 506/2004

privind prelucrarea datelor cu caracter personali protecia vieii private n sectorulcomunicaiilor electronice. La toate acestea seadaug un numr important de DirectiveEuropene n domeniul securitii informaiei.

Pentru tot mai multe instituii bancaredin Romnia, standardele internaionale n

domeniu constituie baza organizriiactivitilor informatice i a securitii. Printrecele mai importante standarde i documente

publicate privind controlul securitiiinformaiei se numra:

-CobiT - Control OBjectives forInformation and related Technology, dezvoltatde IT Governance Institute, standard ce

permite dezvoltarea de politici si bune practicipentru controlul informaiei i o mai bunaliniere intre tehnologia informaiei i afacere.

-Standardele ISO / IEC ISO / IEC17799 - Code of Practice for InformationSecurity Management, ce definete principiilegenerale pentru implementarea sistemului deadministrare a securitii informaiei, precum icele mai bune practici privind obiectivele decontrol.

ISO / IEC 27001 - Specification for anInformation Security Management System, n

baza cruia pot fi certificate sistemele de

administrare a securitii informaiei. De altfel,

6. Security of electronic bankingservices

Information, the most important

asset of any organization classifiedknowledge-based economy is now exposedto a number of increasingly diverse threatsfrom internal and external factors.

Credit institutions must complywith certain legislation, rules andregulations contain provisions on safetyinformation. Specific regulations of the

banking system are contained in theBanking Law and NBR rules.

In electronic payments, the most

important regulations are MCIT Order218/14.06.2004 and NBR Regulation 6 /2006 on transactions made throughelectronic payment instruments and therelationships between participants. Otherregulations concerning electronicsignatures and electronic commerce.

A chapter is on privacy legislation:Law 677/2001 on Protection of Individualswith regard to the processing of personaldata, and Law 506/2004 on the processing

of personal data and privacy in theelectronic communications sector. In allthese are added a number of EuropeanDirectives in the field of informationsecurity.

For more banking institutions inRomania, international standards in thisfield are organizing the activities andinformation security. Among the mostimportant standards and documents

published on the control of informationinclude:

-COBIT - Control Objectives forInformation and related Technology,developed by IT Governance Institute, thestandard that enables the development of

policies and practices to controlinformation and a better alignment betweenIT and business.

-Standards ISO / IEC ISO / IEC17799 - Code of Practice for Information

Security Management, which defines


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ISO a rezervat seria 27000 pentru standardereferitoare la administrarea securitiiinformaiei, unele deja publicate, altele in cursde elaborare.

ISO / IEC 20000 ServiceManagement, primul standard internaionalpentru administrarea serviciilor informatice, ceconine specificaii de administrare aserviciilor, precum si un cod de practica.

- ITIL Information TechnologyInfrastructure Library, un set de documentecreate cu scopul de a facilita implementareaunei structuri pentru administrarea serviciilorinformatice. ITIL a fost adoptat rapid castandard de facto pentru cele mai bune

practici in furnizarea serviciilor informatice.-NIST Special Publications, documente

dezvoltate de United States National Instituteof Standards and Technology, destinateageniilor federale, printre care seria 500 -Information Technology si seria 800 -Computer Security.

- Standard of Good Practice forInformation Security, dezvoltat de InformationSecurity Forum, care privete securitateainformaiei din perspectiva afacerii, furniznd

o baz practic pentru evaluarea sistemului desecuritate a informaiei.

Riscul operaional este cel maicontroversat, cel mai puin definit i cel mai

probabil s evolueze major n urmtorii ani.Impactul riscului operaional poate afectarelaia cu clienii si partenerii, iar implicaiilesale valorice sunt greu de msurat cu precizie.

Printre factorii interni care influeneazriscul operaional putem enumera: derulareaineficient a unor procese interne, pregtireanecorespunztoare a personalului, calitateasistemelor utilizate. Problemele legate desecuritatea informaiei intr i ele n categoriafactorilor care au implicaii directe asuprariscului operaional i ne referim aici la:cderile pariale sau complete ale sistemelorinformatice, problemele generate de atacuriinformatice sau ptrunderi neautorizate,fraudele, greelile de operare, ntrerupereaactivitii pentru o perioad oarecare, i multe

altele.

general principles for implementation ofinformation security management and best

practices on the control. ISO / IEC 27001 - Specification

for an Information Security ManagementSystem, under which the certificates maybe the management of securityinformation. Moreover, ISO 27000 seriesreserved for standards relating toinformation security management, somealready published, others in preparation.

ISO / IEC 20000 - ManagementService, the first international standard forIT service management, which containsspecifications of administration services, as

well as a code of practice.- ITIL - Information Technology

Infrastructure Library, a set of documentsdesigned to facilitate the implementation ofa structure for managing IT services. ITILhas been rapidly adopted as a standard 'defacto' for best practices in providinginformation services.

-NIST Special Publications,documents developed by the United States

National Institute of Standards and

Technology, for federal agencies, includingthe series 500 - Information Technologyand series 800 - Computer Security.

- Standard of Good Practice forInformation Security, developed by theInformation Security Forum, which thesecurity information from the business,

providing a practical basis for evaluatingthe security of information.

Operational risk is the mostcontroversial, the least defined and mostlikely to develop major in the comingyears. The impact of operational risk canaffect relationships with customers and

partners, and its value implications aredifficult to measure accurately.

Among the factors that influenceoperational risk can include: carrying outof inefficient internal processes, inadequatestaff training, quality systems used. Issuesof security information and enter them into

the category of factors that have direct


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Planificarea corespunztoare acontinuitii operaionale, prin politici,standarde i proceduri pentru asigurareameninerii sau relurii n timp util a

operaiunilor n eventualitatea producerii unorntreruperi, contribuie la reducerea riscurilororganizaiei i adaug valoare acesteia.

Cerinele de securitate a informaieicresc n contextul conectrii instituiilor decredit la infrastructuri de pli, de decontri, lasisteme de raportri, constituite la nivelnaional, regional sau global. Necesitateaasigurrii securitii la nivel de sistem setraduce n cerine minime de securitate pentrufiecare participant, problemele de securitate ale

unui participant putnd afecta funcionareantregului sistem.

Intrarea n funciune a SistemuluiElectronic de Pli a impus condiii minime desecuritate pentru participani i condiii decertificare tehnic pentru participanii cu

procesare integrat. Se va pune un accent maimare pe analiza de riscuri i pe faptul c

politica i strategiile de securitate ale fiecreibnci trebuie s acopere aceasta analiz deriscuri.

Noul sistem de raportri al instituiilorde credit ctre BNR, a devenit operaional lanceputul anului 2007, impunnd si un upgradede securitate al reelei interbancare iintroducerea semnturii digitale. Tot din 2007,raportrile periodice ale bncilor ctre Oficiul

Naional de Prevenire i Combatere a SplriiBanilor, raportri fcute pn atunci pe suportmagnetic, se fac prin reeaua inter-bancar, cucerine de securitate corespunztoare.

In octombrie 2007, bncile dinRomnia au efectuat actualizareamecanismelor de securitate i instrumentelorde administrare a relaiilor cu bncilecorespondente pentru platforma SWIFTNet.Astfel, a fost introdus un model de securitateunic - bazat pe infrastructura de cheie public(PKI) - pentru accesul la toate serviciileSWIFTNet.

Nu n ultimul rnd, prin aderareaRomniei la Uniunea European, instituiile de

credit pot avea acces la infrastructuri regionale

implications on operational risk, and werefer here to: falls partial or completesystems, the problems arising fromcomputer attacks or unauthorized entry,

fraud, errors of operation, time off work fora certain period, and more.Continuity planning appropriate

operational policies, standards andprocedures to ensure maintenance or timelyresumption of operations in the event ofinterruptions to production, help reducerisk and add value to the organizationthereof.

Security requirements ofinformation increases in credit institutions

connected to infrastructure payments,settlements, reporting systems, establishedat national, regional or global. Need toensure security at the system leveltranslates into the minimum securityrequirements for each participant, thesecurity of a participant may affect theoperation of the entire system.

Entry into service of the ElectronicPayment System to impose minimumsecurity requirements for participants and

technical certification for participants withintegrated processing. It will put moreemphasis on analysis of risks and that

policy and security strategies of each bankshould cover the analysis of risks.

The new system of reporting creditinstitutions by the NBR, becameoperational in early 2007, requiring anupgrade of security and networkinterchange introduction of digitalsignature. Also in 2007, periodic reports of

banks by the National Office forPreventing and Combating MoneyLaundering, reports made by then onmagnetic media, are the inter-banknetwork, with appropriate safetyrequirements.

In October 2007, banks in Romaniahave been upgrading the securitymechanisms and tools for managingrelationships with correspondent banks for

SWIFTNet platform. Thus was introduced


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de pli precum TARGET2, TARGET2Securities, sistemele EBA Clearing (EURO1,STEP1, STEP2) sau alte infrastructuri de pli,care impun cerine specifice de securitate.

Fiind necesar s se conformeze acestuinumr mare de reglementri, standarde icerine, securitatea informaiei trebuieconsiderat o problem general a organizaiei,necesit implicarea managementului la cel mainalt nivel i trebuie s angreneze toatecompartimentele de activitate ale uneiorganizaii, de la profesionitii n domeniu

pn la utilizatorii informaiei. Crearea uneiculturi de securitate a organizaiei esteesenial, prin educarea continu a

personalului, prin colaborarea permanent cupartenerii n vederea unei abordri comune aproblemelor de securitate, dar i princontientizarea clienilor asupra riscurilor

privind securitatea informaiei.Concomitent cu eforturile bncii pentru

securizarea datelor, datorita creterii riscurilorprivind atacurile ilegale, att online ct i prinalte mijloace i a metodelor din ce n ce maisofisticate, este necesar ca i clienii s fiecontieni de potenialele ameninri, s poat

identifica o aciune ruvoitoare i s aplicemsurile de protecie corespunztoare.

Pentru pstrarea confidenialitiidatelor personale i a securitii activitiidesfurate online, NU trebuie comunicateinformaii cu privire la identitatea personal,conturile, numr de card, data expirrii, codulPIN, sau alte produse i servicii bancaredeinute.

Una din cele mai utilizate metode deatac informatic folosite, este phishing-ul.Phishing-ul este o metoda de furt de identitate

prin care clienii unei organizaii suntdeterminai s dezvluie date personale sauconfideniale care pot fi folosite ulterior de omanier ilegal pentru a efectua tranzacii ncontul clientului respectiv. Pentru aflareadatelor confideniale ale clientului atacurile de

phishing se folosesc de un canal electronic decomunicaie (e-mail, telefon) sau de un

program ru intenionat, cal troian, care

exploateaz vulnerabilitile sistemului pentru

a unique security model - based on publickey infrastructure (PKI) - for access to allSWIFTNet services.

Not least, the accession of Romania

to the European Union, credit institutionscan have access to regional infrastructuresuch as payments of TARGET2,TARGET2 Securities, the EBA Clearing(EURO1, STEP1, STEP2) or other

payments infrastructure, which imposespecific security.

Is necessary to conform to the largenumber of regulations, standards andrequirements, information security should

be considered a general problem of the

organization, requires the involvement ofmanagement at the highest level and begeared to all sections of the activity of anorganization of professionals in the fieldinformation to users. Creating a culture ofsecurity organization is essential, throughcontinuous education of staff throughongoing collaboration with partnerstowards a common approach to securityissues, but also through customerawareness on information security risks.

Along with efforts to secure thedata bank, due to increased risks of illegalattacks, both online and through othermeans and methods are increasinglysophisticated, it is necessary that customers

be aware of potential threats, to identify amalicious and apply appropriate protectionmeasures.

For maintaining the confidentialityof personal data and online securityactivities, should not be communicatedinformation on the identity of personalaccounts, credit card number, expirationdate, PIN, or other banking products andservices held.

One of the most used methods ofattack data used is the phishing. Phishing isa method of identity theft by customers ofan organization are determined to disclose

personal or confidential data that can laterbe used in a manner to make illegal

transactions in the client. To find out the


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a fura date.Daca se folosete e-mail-ul: un mesaj

electronic este trimis clienilor pretinznd a fidin partea unei surse legitime (banca n cazul

nostru), mesaj prin care se solicita introducereade date confideniale folosind un link ctre unsite indicat n textul mesajului. Acest linkdirecioneaz clienii ctre un site fals dar carereproduce foarte bine pagina originala a bnciisau a produsului e-Banking folosit. Prinintroducerea datelor personale confideniale ivalidarea lor atacatorii intr n posesia acestorai le pot folosi pentru a derula operaiuni ncontul identitii furate.

Atacul de tip phishing poate fi realizat

si prin telefon: o persoan pretinde c sun dinpartea bncii i, invocnd probleme tehnice (deex. in sistemul de pli), solicita informaiiconfideniale cum sunt codul PIN, numrulcontului, parola.

7. Exemplu de msuri de securitateAm luat in discuie Banca Transilvania

pentru a exemplifica ce msuri de securitateminimale se impun. Trebuie tiut c bancaluat n discuie nu va trimite niciodatmesajee-mail n care s fie incluse link-uri ctre site-

uri unde se cere s se introduc informaii cuprivire la identitatea personal, conturile,numr de card, data expirrii, codul PIN saualte produse i servicii bancare deinute.

Banca Transilvania nu va solicitaniciodat clienilor si s confirme utiliznd uncanal electronic informaii confideniale

personale (de ex. numrul cardului, data la careexpir, PIN-ul, parola, etc.).

n cazurile n care se utilizeaz onlineproduse sau servicii bancare din partea bncii,trebuie verificat autenticitatea paginilor ncare se completeaz datele cu caracter personalsau financiar, prin consultarea valabilitiicertificatelor digitale i a adresei Internet lacare acestea sunt localizate.

Banca Transilvania i nu numai seangajeaz s asigure cel mai nalt standard desecuritate referitor la sistemele proprii, dari ncalitate de utilizator final, trebuie contientizatfaptul c acesta are un rol important n

asigurarea securitii informaiilor transmise pe

customer data phishing attacks using anelectronic communication channel (email,

phone) or a malicious program, Trojanhorse that exploits the vulnerability to steal

data. If using e-mail: an electronicmessage is sent to customers claiming to befrom a legitimate source (in our case the

bank), messages that require theintroduction of confidential data using alink to a site indicated in the text. This linkdirects customers to a fake site whichreproduces very well the original page ofthe bank or e-Banking product used. Byentering personal data and the validation of

their attackers in their possession and theycan use to conduct operations in theidentity theft.

Type of phishing attack can be doneby telephone: a claim that sounds from thebank and, citing technical problems (eg. Inthe system of payments), requestconfidential information such as your PIN,account number, password.

7. Example of security measuresI took the question in Transilvania

Bank to exemplify what minimum securitymeasures required. Should be aware thatthe bank in question will never send e-mailthat included links to sites where they areasked to bring information on the identityof personal accounts, credit card number,expiration date, code PIN or other banking

products and services held.Transilvania Bank will never ask

customers to confirm a channel usingelectronic personal information (eg. Cardnumber, the expiry date, PIN, password,etc.)..

Where to use online bankingservices or products from the bank, must

be verified the authenticity of the pagescompleted personal data or financial, inconsultation with the validity of digitalcertificates and Internet address to whichthey are located.

Transilvania Bank and is not only


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Internet. De aceea se impun cteva msuri desecuritate din partea clienilori anume: utilizarea regulat a programelor anti-virus,

anti-spyware actualizate,

folosirea opiunile de securitate ale PC-ului. Prin asigurarea de faptul c browser-ul folosete cea mai puternic metod decriptare disponibil si cunoaterea nivelelorde criptare ale site-urilor i aplicaiilorfolosite,

sistemul si browser-ul trebuie s fieactualizate cu ultimele nouti de securitatecare vor asigura o protecie sporit

interzicerea accesul neautorizat la PC-ulpersonal

schimbarea parolele de acces ct mai des,alegnd parole complexe i greu de ghicitde alii

neglijarea e-mail-uri suspecte i lipsainteresului n accesarea link-urilor sau

butoane din interiorul acestora deoarece ncazul unor asemenea aciuni pe calculatorul

poate instala de o manier transparentaplicaii ru intenionate (cai troieni, virui,coduri care spioneaz, etc.) care pot duce laalterarea sau sustragerea de date

Banca Transilvania are cteva precizriprivind folosirea autenticitatea site-ului si aoperaiunilor pe care un client dorete se lerealizeze. Pentru sigurana accesrii paginaWeb a produsului de pe site-ul autentic trebuierealizate urmtoarele verificri :

- autenticitatea site-ului bncii princlick pe icoana VeriSign i asigurarea c nfereastra afiat se gsesc informaii despresecurizarea site-ului i valabilitateacertificatului conform imaginii de mai jos :

Daca link-ul nu se deschide sau dac nuafieaz informaiile de mai sus desprecertificat, trebuie abandonat logarea i se vacontacta de urgen banca.

- n situaia n care se acceseaz paginacare solicit introducerea datelor personale de

identificare fiind utilizat Internet Explorer

committed to providing the higheststandard of security on their systems, butalso as an end user, be aware that it has animportant role in ensuring security of

information transmitted over the Internet.Therefore require some security measuresin clients, namely:

use of anti-virus programs, anti-spy ware updated

using security options PC. Byensuring that the browser uses the strongestencryption method available knowledgeand encryption levels of sites andapplications used

system and browser must be

updated with the latest security that willensure greater protection

prohibiting unauthorized access toyour PC, personal

change passwords to access asoften choosing passwords complex anddifficult for others to guess

neglect e-mails and suspiciouslack of interest in accessing links or

buttons inside them as if such actions canbe installed onto a transparent manner

malicious software (Trojans, viruses, codesthat spying, etc.. ) which may lead to theunlawful removal or alteration of data

Banca Transilvania has somedetails on using authentic site of theoperations that a client wishes to perform.To access Web security product on the siteauthentic checks should be madefollowing:

- The authenticity of the banksite by clicking on the icon VeriSign andensure that window displays are aboutsecuring the site and the validity of thecertificate according to the image below

If the link does not open or does notdisplay information about the abovecertificate must Login abandoned and will


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versiunea 7, se va verificai identitateaserverului prin dublu click pe pictograma subform de lact, de culoarea galbena, din coluldreapta sus al paginii, urmnd a se afia

existena i valabilitatea certificrii desecuritate.In cazul in care pictograma este static

i nu apare nici o opiune la dublu click se vaevita accesarea link-ului respectiv i se vacontacta de urgen banca.

La fel ca i n exemplu prezentat toatebncile au msuri proprii de securitate aoperaiunilor realizate prin intermediulserviciilor electronice bancare, msuri care se

pot asimila celor de mai sus

ConcluziiServiciile bancare distribuite prin

internet sunt la ora actual extrem de utilizateca urmare a avantajelor de timp i costuri pecare acesta le ofer. Bncile i promoveaz

produsele i serviciile pe site-uri profesioniste,rspund virtual la solicitrile clienilor existenii poteniali, ntrein centre de sondaje pentru aafla opinia acestora i vnd toat gama de

produse i servicii.Instituia de credit nu mai reprezint un

furnizor de servicii standardizate, aa cum eraperceput pn nu de mult, ci o organizaieflexibil, generatoare de noi specializri, iar

procesul de inovare face parte integrant dinstructura organizaiei bancare de tip nou, ceeace constituie i tendina dominant n evoluiainstituional din domeniul bancar.

Dinamica ascendent a serviciilorbancare electronice regsit i n Romnia nedemonstreaz c societatea bazat pecunoatere a ptruns n for i n mediul

bancar din ara noastr, impunnd de asemeneai msuri stricte de securitate n vedereaeliminrii la maxim a efectelor nedorite ce potaprea prin folosirea acestor servicii de strictactualitate.

contact emergency bank.- Where to access the page

that calls for the introduction of personalidentification data is used Internet Explorer

version 7, will verify the identity of theserver by double clicking the icon in theform of locks, color yellow, in the upperright corner of the page, to show theexistence and validity of securitycertification.

- If the icon is static and thereis no option to double click will avoidaccessing the link and will contactemergency bank.

As in all such banks have

introduced measures aimed at securityoperations carried out through electronic

banking services, which can absorb theabove

ConclusionsBanking services are distributed via

the Internet at present used extremely as aresult of benefits and costs for which it

provides. Banks promote their productsand services to professional sites,

responding to requests virtual existing andpotential customers maintain centresurveys to find out their view and sell theentire range of products and services.

The credit institution is no longer aprovider of standardized services, asperceived by not much, but a flexibleorganization, generating new specializationand the innovation process is an integral

part of the organization of new banks,which is also dominant trend in theevolution of institutional banking.

Dynamic trend of electronicbanking services found in Romania showsthat the knowledge society has entered intoforce in the bank in our country, alsoimposing strict security measures toeliminate the maximum unwanted effectsthat may arise by using these servicesstrictly topical


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Bibliografie:1. Brligea, B. Crete febra

externalizrii n bnci, n revista e-Finance nr. 65, ianuarie 2006

2. Ctoiu Iacob, Teodorescu Nicolae,Comportamentul consumatorului.Teorie i practic, Ed. Economic,Bucureti, 1997.

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4. Olteanu Valerica, MarketingulServiciilor, Ed. a II-a, Ed. Uranus,Bucuresti,2000

5. Odobescu Emanuel, Marketingulbancar naional i internaional, Ed.SIGMA PRIMEX, Bucureti, 1999.

6. Meidan Arthur , Marketing FinancialServices, Macmillan Business, London,1996,

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8. eFinance, nr.43, martie 2004,www.efinance.ro, Supliment eBanking2004.

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11.http://www.marketwatch.ro/articol/2289/Cerinte_privind_securitatea_informatiei_in_sistemul_bancar/

Bibliography:1. Brligea, B. "Increases in bank

outsourcing fever" in the magazine e-Finance no. 65 January 2006

2. Ctoiu Jacob, NicolaeTeodorescu, "Consumer Behavior. Theoryand Practice ", Ed Economic, Bucharest,1997.

3. Olteanu Valerica, Iulia Cetina,"Marketing services", Expert-CoeditieMarketer, Bucharest., 1994.

4. Olteanu Valerica, MarketingServices, Ed II, Ed Uranus, Bucharest,2000

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marketing nationally and internationally",Ed Sigma Primex, Bucharest, 1999.

6. Meidan Arthur, MarketingFinancial Services, Macmillan Business,London, 1996,

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servciile bancare electronice

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