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Komunikacija, nakupna pot in interakcija med stranko in izdelkom so osnovni elementi za nepozabno uporabniško izkušnjo. Pomembna lastnost je tudi hitrost, ki je na določenih področjih nujna. Tempo življenja je vedno hitrejši, zato mnoge stvari ne dojamemo tako hitro, kot se te spreminjajo. Tako se dogaja tudi s podjetji, če ne sledijo novostim in trendom na trgu, propadejo. Podjetja morajo ponudbo prilagajati naročniku in zahtevni stranki, saj so le tako na dobri poti do uspeha. Sledenje novi tehnologiji in tempo, ki ga narekuje digitalizacija, zahtevata stalno povezovanje, prilagajanje in inoviranje. Pri vsem tem pa je za podjetje pomembno, da si ustvari krog strank, ciljno skupino, ki bo s svojimi zahtevami in potrebami izzvala podjetje h konkurenčni ponudbi izdelkov in storitev, ki jih sorodna podjetja morda že ponujajo na svojevrsten način. Biti boljši, biti najboljši in morda biti prvi v nečem nas bo naredilo edinstvenega in zaželenega na trgu. Veliko podjetij si ustvari persone najboljših strank, jim dodeli demografske podatke, vedenjske vzorce, njihove želje in potrebe. Tako si lahko ustvarijo vizualno predstavo strank in namesto podatkov iz Excelove tabele analizirajo persone. Na vseh področjih nas digitalizacija dohiteva, celo prehiteva, zato je glavni cilj, če ne gre takoj v celoti, vsaj glavna področja podjetja avtomatizirati, posodobiti IT-tehnologijo in zagotoviti edinstveno uporabniško izkušnjo po meri. Tudi bančni sektor se nenehno razvija in sledi hitreje rastočim državam. Večjim bančnim inštitucijam je laže, saj imajo več kapitala, ki ga lahko namenijo za inovacije, manjšim pa je težje in se morajo renoviranja lotiti postopoma, korak za korakom. So pa strokovnjaki v vseh teh letih zelo enotnega mnenja na področju spoznavanja strank, saj menijo, da je dojemanje želja in potreb strank pomembna komponenta za uspeh podjetja. Ker večina slovenske populacije uporablja splet, računalnik in telefon, so tudi banke svoje produkte digitalizirale s pomočjo dveh storitev, spletne in mobilne banke. Storitvi sta precej preprosti in strankam prihranita veliko časa. Ker je čas vedno bolj dragocen, je časovna organizacija zelo pomembna na vseh področjih. V magistrski nalogi opisujemo pot od spoznanja, kako pomembno je ostati zvest sam sebi, biti edinstven v očeh strank in ostati v stiku s konkurenco. S spletno banko DH Osebni in mobilno banko DH-Mobilni Delavska hranilnica svojim strankam olajša izvajanje transakcij in poenostavlja poslovanje s hranilnico. Communication, purchase path and customer-to-product interaction are essential elements for an unforgettable user experience. Another important feature is also the speed that is necessary in certain areas. The pace of life is getting faster, so we do not understand many things as quickly as they are changing. If we are not attuned to the flow of time, our lives just pass us by. This also happens to companies if they do not follow market innovations and trends, they fail. Companies must tailor their offer to clients and demanding customers, as only such actions lead to success. Keeping up with new trends in technology and the tempo dictated by the digitalization, demands that companies continually connect, adapt and innovate. Considering all of this, it is important for a company to create its own client base, a target group that will challenge the company with its demands and needs in order to provide a competitive offer of products and services that may already be offered by similar companies in a unique way. Being better, being the best or even being the first, will make you unique and more sought after on the market. Numerous companies create personas of their best customers, to which they attribute demographic data, behavioral patterns as well as wishes and needs. Thus, they are able to create a visual representation of their customers and can analyze personas instead of an Excel table. Companies are trying to catch up to or even get ahead of digitalization trends, therefore main goals are to automate and update the IT technology as well as to provide a unique personalized customer experience at least in the companies’ main fields if this cannot be done instantly in all fields. The bank sector is also transforming constantly and follows trends of quickly-growing countries. This is easier for larger banks, as they have more capital to dedicate to innovation, while smaller institutions face more difficulties, as they need to address such renovation gradually, step by step. Throughout the years, experts mostly agree that understanding customers’ wishes and needs is an important component of the company’s success. Since the majority of the Slovenian population uses the internet, computers and telephones, banks began to offer their products online by providing two services: an online bank and a mobile banking application. The services are easy-to-use and save a lot of customers’ time. As time is becoming increasingly precious, time management is of the essence in all fields. The Master’s Thesis describes the path towards realizing how important it is to stay true to oneself, to be unique in customers’ eyes and to stay in touch with competitors. With online bank DH-Osebni and mobile banking app DH-Mobilni, Delavska hranilnica enables its clients to carry out transactions easily as well as simplifies their operations with the savings bank.

V magistrski nalogi je predstavljen proces prenove poslovne spletne banke Link c. Izhodišče za prenovo aplikacije je SWOT analiza obstoječega stanja in zahtev. V nadaljevanju so opisani sodelovanje z zunanjim izvajalcem, prevzem programskih rešitev in ročno testiranje funkcionalnosti. Prenovljene programske rešitve smo integrirali v bančni sistem, dodaten izziv in priložnost je bila avtomatizacija zdajšnjih bančnih obdelav. V procesu testiranja smo odpravili napake, s čimer smo zmanjšali tveganja in preprečili stroške napak, ki bi jih odkrili uporabniki. Postopek testiranja ter potrditev ustreznosti delovanja aplikacije in obdelav smo prikazali v testirni dokumentaciji. Rezultata sta prenovljena spletna banka v pilotni produkciji ter analiza odzivov uporabnikov in zaposlenih. Povratne informacije so pomembne za izvajanje procesa stalnega izboljševanja, ki je značilno za uspešne in razvijajoče se organizacije. V zaključku so nakazane možnosti za prihodnje nadgradnje spletne banke Link c v povezavi z razvojem inovativnih produktov, pomembnih za obstoj in strateško konkurenčnost banke na tržišču. In my master’s thesis is presented the renovation process of the business online bank Link c. The starting point is the SWOT analysis of the current situation and requirements. Further bellow is described the collaboration with the external contractor, acceptance of programme solutions and manual testing of functionality. The renovated programme solutions were integrated into the banking system, automation of the existing banking process represents the additional challenge and opportunity. During the testing process we eliminate defects which reduced risks and prevented the cost of defects, discovered by the users. The testing process and the confirmation of adequate application performance and process are shown in the test documentation. The result is the renovated online bank in the pilot production and the analysis of responses of the users and the employees. Feedback is important to carry out a continuous improvement, which is characteristic for successful and developing organisations. The conclusion explores the possibilities for the future upgrade of the online bank Link c regarding the development of innovative products which will enable the existence and the strategic competitive position of the bank on the market.

Tema diplomskega seminarja so mobilne aplikacije e-bančništva. Za to temo sem se odločil z razlogom, saj je elektronsko bančništvo v zadnjih letih doživelo velik razvoj in nam omogoča lažjo dostopnost do bančnih storitev. Opisali smo spletni banki Nove KBM in Abanke, kateri temeljita na elektronskem povezovanju med komitenti in banko. V današnjem času, ko tehnologija napreduje iz dneva v dan je elektronsko bančništvo zelo pridobilo na popularnosti. V diplomskem seminarju smo primerjali mobilni aplikaciji Nove KBM in Abanke. Mobilna aplikacija Nove KBM se imenuje mBank@net, Abanke pa Abamobi. Primerjali smo kakšne funkcionalni ponujata, katere so značilnosti aplikacij in na kak način lahko do njih dostopamo. Banke se zavedajo, da je spletno in mobilno bančništvo v porastu in da ga uporablja vse več ljudi. Prav zato morajo banke dati velik poudarek na varnosti, ki je eden izmed ključnih kriterijev, da se ljudje odločajo za takšno vrsto poslovanja. Theme of my final work are mobile e-banking applications. I chose this topic because of huge development of e-banking in recent years, which has made access to our banking services so much easier. In final work we described Slovenian online sistems of banks Nova KBM and Abanka, which are based on an electronic interaction between customers and the bank itself. Technology is advancing day by day, so online banking has become very popular and needed in everyday life. We compared the mobile apps of both banks. Mobile application of Nova KBM is called mBank@net, mobile application of Abanka is called Abamobi. We compared what functions they offer, which are the characteristics of the applications and in what way people can access these apps. Banks are very well aware that more and more people use online and mobile banking, that's why they should put great effort to guarantee that the security level is high enough and well executed. Security is one of the main criteria for people that decide to use this type of service.

Za ekonomski tržni sistem je pomembno, da ima vzpostavljen varen in zanesljiv plačilni sistem. Plačilni sistem se oblikuje glede na potrebe trga in more rast trga dohajati, zato je pomembno, da je pri tem zmožen nuditi stabilnost in varnost. Udeleženci plačilnih sistemov so centralna banka, poslovne banke in druge kreditne institucije. Primarna funkcija centralne banke je izdaja gotovine, poslovna banke pa sprejemajo depozite in dajejo posojila. Plačilni sistem je skupek postopkov, pravil, instrumentov in standardov, ki se uporabljajo za poravnavo obligacijskih postopkov. V Evropi je sistem TARGET2 nadomestil plačilni sistem TARGET. To je bruto sistem poravnave v realnem času, preko katerega banke obdelujejo plačilne naloge. Slovenija je vključena v ta sistem od leta 2007. Evropske države še so vključene v plačilne sisteme EURO1, STEP2 in SEPA. Pomemben del plačilnega sistema so plačilni instrumenti. Delimo jih na gotovinska in negotovinska plačila. Po pravni obliki pa jih delimo na kreditna in debetna plačila. Največ maloprodajnih poslov se plača z gotovino, negotovinska plačila pa predstavljajo največji del celotne vrednosti plačil v današnji ekonomiji. Za plačevanje spletnih storitev se uporabljajo spletni plačilni instrumente. Delimo jih na sisteme lastniških računov in sisteme na osnovi bančnih računov. Spletni plačilni instrumenti na osnovi lastniških računov omogočajo interne transakcije brez posredovanja banke, pri sistemih bančnih računov pa transakcije potekajo preko računov, ki so v lasti bank. Vsi plačilni instrumenti uporabljajo varnostne elemente, ki zagotavljajo varnost in zasebnost pretoka podatkov. Spletni plačilni instrumenti, ki so trenutno na voljo, so plačilne storitve elektronskega bančništva, plačilne kartice, e-denarnice in Moneta. Plačilne instrumente smo med seboj primerjali s pomočjo primerjalne tabele, kjer smo uporabili različne kriterije in tako ugotovili prednosti in slabosti določenih spletnih plačilnih instrumentov. A safe and reliable payment system is an important part of the economic market system. Payment system is designed by market needs and it must keep up with growth of the market. It is therefore important that it can provide stability and security. Participants of payment systems are the central bank, business banks, and other credit institutions. The primary function of the central bank is system monitoring and management, whereas the function of business banks is the execution of the payment system, accepting deposits and giving out loans. Payment system is a set of procedures, rules, instruments and standards that are used to settle obligatory procedures. In Europe, TARGET2 has replaced the TARGET system. It is a real-time gross settlement system that banks use for payment processing. Slovenia has been included in the system since 2007. European countries also use EURO1, STEP2, and SEPA payment systems. Important part of the payment systems are the payment instruments. They enable the execution of cash and non-cash payments. Legally they are divided by credit and debit payments. Online payment instruments are used for paying online goods and services. They are divided into proprietary account systems and bank account based systems. Proprietary account systems allow internal transactions without intervention of banks while bank account based systems provide transfers over accounts owned by banks. All payment instruments use security elements that assure safety and privacy of data transmission. Online payment instruments currently available are electronic banking payment services, payment cards, e-wallets, and Moneta. The comparison of payment instruments was carried based on multiple criteria and with the use of a comparing table. This way the properties of specific online payment instruments were presented and compared.

Diplomsko delo sem razdelil v štiri poglavja. Vsaka tema naslednjega poglavja je podpomenka predhodnega poglavja, tako bralec postopoma spoznava pojme, ki mu v nadaljevanju pomagajo pri razumevanju naslednjih tem. V prvem poglavju sem se posvetil elektronskemu poslovanju, njegovemu razvoju in vzrokom za razširitev tovrstnega poslovanja. Predstavil sem tudi različne oblike elektronskega poslovanja in se podrobneje posvetil elektornskemu poslovanju B2C. Tema drugega poglavja je elektronsko bančništvo, ki je eden izmed vrst elektronskega poslovanja. Najprej sem določil, kaj pomeni elektronsko bančništvo in sicer sklepanje bančnih poslova na elektronski način. V nadaljevanju sem naštel oblike elektronskega bančništvam, med katere spada elektronsko bančništvo med bankami, s strankami in v banki. Podrobneje sem predstavil sodobne storitve elektronskega bančništva s strankami, kot so bančni avtomati, POS-terminali, kartice, informacijski terminali, telefonsko bančništvo, spletno bančništvo. Tretje poglavje je posvečeno eni izmed kategorij elektronskega bančništva in sicer spletnemu bančništvu. Na začetku sem opisal razvoj, zgodovino spletnega bančništva, nato sem se posvetil prednostim in slabostim, tako z vidika banke kot komitentov. Nato je sledila pomembna tema o varnosti spletnega bančništva, kakšne nevarnosti pretijo in kako banke poskušanjo nevarnost zlorab zmanjšati na minimum z uporabo različnih varoval. Na koncu tega poglavja pa sem še raziskal kako pogosto se uporablja spletno bančištvo pri nas in kaj nam različne banke na tem področju ponujajo. Zadnje poglavje pa je namenjeno Hypo Banki d.d. in njeni spletni banki HypoNET. Najprej sem predstavil samo banko, njeno zgodovino, trenutno stanje na trgu in nekaj podatkov o samem poslovanju. Nato sem se posvetil spletni banki HypoNET, kjer sem podrobno predstavil uporabo spletne banke in vse njene funkcije, ki jih strankam ponuja. The diploma paper is divided into four chapters. Each topic of the next chapter is part of previous chapter, so the reader gradually learns about the concepts, which hereafter help in understanding the following topics. The first chapter I devoted to electronic commerce, its development and causes for expansion. I introduced various forms of electronic commerce and more specifically presented electronic commerce B2C. The theme of the second chapter is electronic banking, which is one of the types of electronic commerce. First I define what electronic banking means. It means to perform banking transactions electronically. Then I listed the forms of electornic banking, which includes electronic banking among banks, with clients and in bank its self. More specifically, I present modern electronic banking services to customers, such as ATMs, POS terminals, cards, information terminals, telephone banking, online banking. The third chapter is dedicated to one of the categories of electornic banking, it is online banking. At first I describe the development, histori of online banking, then I define the advantages and disadvantages in terms of both banks and customers. Then followed the important issue of security of online banking, about the potential dangers facing and how banks trye to reduce abuse to minimum by using a varity of safeguards. At the end of this chapter I have explored how frequently is online banking used in Slovenia and what kind of service banks offer. The last chapter is devoted to Hypo bank and its online bank HYPOnet. First I present the bank, its history, current market situation and some information about the business. Then in present HYPOnet online bank, how its can by used and all its features, which are offer to custormers.

V diplomski nalogi, sem govorila o elektronskem poslovanju ter kaj pomeni za podjetje uvedba takšnega poslovanja. Kaj mora podjetje postoriti, da lahko uvede e-poslovanje, ter kakšne pozitivne oziroma negativne učinke mu to lahko prinese. Lahko rečemo, da danes podjetje skorajda ne more obstajati, če vsaj na nekaterih področjih ne uvede elektronskega poslovanja. Razlogi, zaradi katerih se podjetja odločajo za takšno obliko poslovanja ter cilji, ki jih želijo pri tem doseči, pa so različni. Tako za podjetje kot za posameznike je zelo pomembno vprašanje varnosti e-poslovanja. V Sloveniji se je področje e-poslovanja pravno uredilo s sprejemom Zakona o elektronskem poslovanju in elektronskem podpisu (ZEPEP). Najbolj so posamezniki občutljivi na varnost pri elektronskem bančništvu, obenem pa se takšnega načina poslovanja z banko vedno pogosteje poslužujejo zaradi nižjih stroškov ter udobnosti. Banka Koper pri e-poslovanju ne zaostaja za svetovnimi bankami. The subject of the thesis is electronic business and the significance of its introduction, the company’s obligations concerning the introduction of e-business and its positive and negative effects. One could say that nowadays the enterprise does almost not exist, if it does not offer electronic business at least in certain areas. The motives of the company’s decision to launch this type of business and the goals, which they try to achieve, are however very different. The question of e-business security is important for the companies, as well as for individuals. In Slovenia the area of e-business was regulated by the adoption of the Electronic Commerce and Electronic Signature Act (ZEPEP). Individuals are mostly concerned about the security with electronic banking, but at the same time they make use of this kind of business more frequently every day, because it brings lower costs and more comfort. When referring to e-business, the Banka Koper d.d. bank does not lag behind the world banks.