The Digitalization of the Banking System and the Development of Online Banking

Анотація

The article explores the essence and role of digitalization in the banking sector as a key factor in the competitiveness of financial institutions within the context of the transition to a digital economy. The authors analyzed the transformation of traditional banking models into digital ecosystems based on remote services, the use of artificial intelligence, and big data analytics. Particular attention was given to changes in consumer behavior, where the accessibility of services via smartphones has become a fundamental customer need, as evidenced by the growing use of mobile applications and the readiness of Ukrainians to fully transition to digital banking. The article also highlighted the role of digital transformation tools, such as the NBU BankID and POS payment terminals, in establishing the physical and technological foundation of digital infrastructure, which has enabled banks to optimize operational costs by reducing branch networks. The effectiveness of using chatbots and AI agents in customer support was evaluated based on leading Ukrainian banks. At the same time, key challenges and risks were identified, including cybersecurity threats, the «digital divide», and the need to adapt regulatory frameworks to new technological realities. The results confirm that the success of the banking business today depends on the ability of financial institutions to balance innovative service personalization with a high level of cyber resilience. Based on the conducted analysis, it is substantiated that the further evolution of the banking sector is linked to the implementation of the Open Banking conception and the expansion of embedded finance ecosystems. The formulated conclusions and recommendations can be used by banking institutions to refine digital transformation strategies, as well as by State regulators when developing the regulatory framework to ensure the stability and inclusiveness of Ukraine’s digital financial environment.

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