Title: An Effective Solution for the Service Support of Virtual Banking Using the Key Performance Indices Based on Cobit-5 Architecture

Year of Publication: Apr - 2014
Page Numbers: 424-430
Authors: Mohammad V. Malakooti , Seyyed Mohsen Hashemi and Narges Tavakoli
Conference Name: The International Conference on Computing Technology and Information Management (ICCTIM2014)
- United Arab Emirates


Virtual banking is a type of online banking in which their products and services can be performed through the electronic distribution channels without having a physical walk-in premises or branches. These types of banks with cost reduction and banking efficient services that benefited from indirect costs are usually pays the higher saving rate than the national average benefits paid to the customers. We reviewed the success of the virtual banking system, based on key performance indicators, measures, monitoring, guidance and supervision, evaluation, production, acquisition and the implementation. Then, we compared the delivery and support services based on Cobit-5 in the private and public banks. In this study, the satisfaction of customers, virtual private banks and government banking services were analyzed. The results showed that the private banks and the government need to provide more support services to satisfy the customers’ requirements.