Journal of Internet Banking and Commerce
Vol. 9 No. 2, July 2004

====================

TABLE OF CONTENTS

====================

Editorial (Gordon Jenkins)
http://www.arraydev.com/commerce/jibc/0604-Edit.asp

From the Publisher (Nahum Goldmann)
http://www.arraydev.com/commerce/jibc/0406-pub.asp

From our contributing editors:

UNITED KINGDOM: Phish and Chips: We're with Bill Gates - We'll Never Fix this
Problem
Without Smart Cards
(By Dave Birch and Steve Pannifer)
http://www.arraydev.com/commerce/jibc/0403-06.htm

FRANCE: The Development of Electronic Money: Toward the Privatization of Money
Issue?
(By Nathalie Janson)
http://www.arraydev.com/commerce/jibc/0406-04.asp

FINLAND: Service Bundling As Pricing Strategy for Mobile Services: A
Scandinavian
Perspective
(By Mannukka Juha and Mattila Minna)
http://www.arraydev.com/commerce/jibc/0406-06.asp


Feature Articles:

UNITED STATES: The Internet Classroom and Plagiarism: Detecting the Problem
(By Shelly R. Topp, Barbara E. Hightower, LaVelle H. Mills, and R. Nicholas
Gerlich)
http://www.arraydev.com/commerce/jibc/0403-02.htm

UNITED STATES: The Internet Classroom and Plagiarism: Dealing with the Problem
(By Shelly R. Topp, Barbara Hightower, LaVelle H. Mills, and R. Nicholas
Gerlich)
http://www.arraydev.com/commerce/jibc/0403-03.htm

UNITED STATES: Micropayments in Wireless M-Commerce: Issues, Security, and
Trends
(By Xin Luo)
http://www.arraydev.com/commerce/jibc/0402-10.htm

UNITED STATES: Marketing Technologies and Practices Offer Outsourcing Providers
(India)
the Next Competitive Advantage
(By Abel Stephen)
http://www.arraydev.com/commerce/jibc/0403-04.htm

TRINIDAD: Socio-Legal Issues Affecting the Use of Digital Signatures for Secure
E-
Commerce Transactions: A Caribbean Perspective
(By Richard M. Escalante)
http://www.arraydev.com/commerce/jibc/0403-05.htm

OMAN: Adoption and Use of Internet Banking in the Sultanate of Oman: An
Exploratory
Study
(Imtiyaz Al-Sabbagh and Alemayehu Molla)
http://www.arraydev.com/commerce/jibc/0406-07.asp

INDIA: The adoption of Internet Banking: An Empirical Investigation of the
Indian Banking
Sector
(By Balwinder Singh and Pooja Malhotra)
http://www.arraydev.com/commerce/jibc/0406-08.asp

NETHERLANDS: The Customer Relations Government: The Quality of Electronic
Municipal
Services in the Netherlands
(By M Wissinkand A. J. G. M. van Montfort)
http://www.arraydev.com/commerce/jibc/0406-09.asp

INDIA: Maneuvering Best Business Practices to Improve the Quality of
E-Governance
Services
(By Kapil Mohan Garg, Nikhil Agarwal, and Arun Mohan Sherry)
http://www.arraydev.com/commerce/jibc/0406-10.asp

Book Review:

CANADA: "Sales Force Management in the Financial Services"
(By Paul S. Bates)
http://www.arraydev.com/commerce/jibc/0406-05.asp
Reviewed by Nahum Goldmann

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====================

EDITORIAL

====================
By Gord Jenkins
Editor-in-Chief
http://www.arraydev.com/commerce/jibc/0406-edit.asp

Every once in a while it is time to update and revamp - to keep the good but add
new
ideas. We are doing that starting this and next edition of the Journal of
Internet Banking
and Commerce.

The focus will be increased from Banking and Commerce to include Government.
Electronic Government (E Gov) is growing and converging with commerce and
banking.
New ideas are coming out of the E Gov area - ideas too important to miss.

The focus will be expanded to include more articles from non North American and
Europe
countries. We will still keep our regular columnist from these two areas, but
will be looking
to more regular contributors from other area. We start with the Middle East and
Asia.
Hopefully you will notice we have quietly added a regular contributor from India
and
Malaysia. We will be actively soliciting from China and Korea in Asia. For this
we would like
to welcome a new Assistant Editor Robert Xin Luo who has agreed to take on the
Asia
challenge. (Check his particulars out at: http://www.arraydev.com/commerce/jibc/
editors.asp).

I am looking for a similar person in the Middle East. Please let me know if
anyone is out
there is interested in the Middle East portfolio. Other areas next in line are
Africa, South
America and the Caribbean.

We are approaching our ninth year of publication thanks to support of publisher
Nahum
Goldmann of ARRAY Development. The JIBC is the only business (banking, IT
Business
software and hardware etc) and academic journal I know of. We try to mix the
both - our
longest contributing columnist is a businessperson specializing in card
technology.

Stay tuned in our next edition for even more changes to JIBC. Please give me
your
feedback to changes - either through the JIBC Guestbook or an E Mail direct to
me.

The current issue is actually one of the strongest issues that JIBC has had so
far in our
close to 9 years of existence. This is due to the quality and respected authors
who are
contributing - thank you authors. And thank you readers - feedback please!

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========================

FROM JIBC PUBLISHER

========================

I am immensely proud to repeat what I wrote as JIBC Publisher many years back,
in
September 1996 (please do look time to time at JIBC archives at http://
www.arraydev.com/commerce/JIBC/articles.htm, you might find the material there
most
enlightening):

*** "...Very few electronic publications survive beyond Volume 1, Number 1.
Both I and
ARRAY Development are very proud to see JIBC appear for the fifth time and enter
its
second year of existence. [and soon it will be the 10th year!, indeed time is
running fast
when you have that much fun -- ng]

"To publish a serious Journal is always a struggle for quality and relevance.
We have been
very fortunate in attracting first rate authors and contributing editors. Their
insights and
commentaries inform and entertain nearly 1,000 subscribers to our email edition
and
thousands of visitors to the Web archive.

"One attraction of an electronic format is that there's always room for new
contributors to
inform our readership and to analyze both ongoing and proposed initiatives. Can
you
provide insight into which banks are providing serious services over the
Internet? Which
Internet catalog stores make money? Which airlines have Internet sales programs
that
really make a difference? How do you convert tire kickers into customers?

"If you have an idea for an article or continuing column, please email a brief
proposal to
[our most capable and distinguished Chief Editor Gord Jenkins
gordjenkins@...].

"Whether you are a subscriber or contributor, your participation in JIBC is
important.
Internet banking and commerce are practical activities whose real value lies not
in the
misplaced media excitement but rather in the transactional delivery of everyday
services.
Much of what is happening has important implications; some developments are very
transitory. Working together, we can maintain JIBC as the pre-eminent forum for
sorting
the grain from the chaff.

"That was the goal we set for JIBC a year ago. It remains our goal for the
year, and the
years, ahead."

***

What more could I add today to the above? We are staying on the same editorial
course
and every word is as relevant today as it was in 1996.

I am asking you, our readers and subscribers, to email JIBC to at least 3 of
your
colleagues, friends and discussion groups that you are participating at and
recommend
that they also subscribe.

As well, I am challenging all the current and past authors and editors to email
your
articles - along with the rest of JIBC edition - to at least 10 of your peers
and colleagues in
academia, government and industry. Make sure they are aware of your articles and
the
Journal of Internet Banking and Commerce! Recommend that they also subscribe.

Let's spread the word!

========================

REGULAR CONTRIBUTORS

========================

UNITED KINGDOM: Phish and Chips: We're with Bill Gates - We'll Never Fix this
Problem
Without Smart Cards
(By Dave Birch and Steve Pannifer)
http://www.arraydev.com/commerce/jibc/0403-06.htm

You can't have failed to notice reports of a major Internet crime wave underway
on both
sides of the Atlantic at the moment: phishing. This means duping consumers into
divulging financial information using spoof web sites [1]. In non-cool,
un-hacker terms,
the fishing involves sending out spam e-mails to try and tempt unwary consumers
into
visiting the fraudsters web sites.

FRANCE: The Development of Electronic Money: Toward the Privatization of Money
Issue?
(By Nathalie Janson)
http://www.arraydev.com/commerce/jibc/0406-04.asp

The development of electronic means of payment concerns the monetary authorities
since
these new forms of payment could challenge their ability to implement monetary
policy
efficiently. This would be the case if electronic money or e-money were a
private form of
money: in other words, if both banks and non-banks were able to issue it without
relying
on base money. Based on a free banking framework, the paper shows that only
pre-paid
cards are similar to private notes such as those issued by free banks in the
past. As a
consequence, the control of the central bank over the quantity of money is not
seriously
undermined. Moreover to prevent this risk materializing, the European central
bank now
decrees that any new kind of e-money be issued only by commercial banks holding
reserve requirements.

FINLAND: Service Bundling As Pricing Strategy for Mobile Services: A
Scandinavian
Perspective
(By Mannukka Juha and Mattila Minna)
http://www.arraydev.com/commerce/jibc/0406-06.asp

At the moment one of the most potential and interesting pricing method for
mobile
services business is a bundle pricing strategy. According to prior studies the
service
bundling is preferred especially by customers of mobile and electronic services.
This study
is exploratory and it has provided an empirical market specific evidence and
support for
mobile service providers to apply the service bundling strategy in Finnish and
Scandinavian markets.

========================

FEATURE ARTICLES

========================

UNITED STATES: The Internet Classroom and Plagiarism: Detecting the Problem
(By Shelly R. Topp, Barbara E. Hightower, LaVelle H. Mills, and R. Nicholas
Gerlich)
http://www.arraydev.com/commerce/jibc/0403-02.htm

While the Internet offers many facilities for enriching the marketing classroom,
it also
facilitates plagiarism among students. However, there are now various for fee
and for free
services on the Internet that help the college professor detect the copy and
paste scholar.
This article discusses the extent of plagiarism on the college campus and
introduces the
reader to available plagiarism detection services.

UNITED STATES: The Internet and Classroom Plagiarism: Dealing with the Problem
(By Shelly R. Topp, Barbara E. Hightower, LaVelle H. Mills, and R. Nicholas
Gerlich)
http://www.arraydevcom/commerce/jibc/0403.03.htm

While the Internet offers many facilities for enriching the marketing classroom,
it also
facilitates plagiarism among students. An earlier article discussed the extent
of the
plagiarism problem on campus and various for fee and for free services on the
Internet
that help the college professor detect the copy and paste scholar. This article
offers
strategies for common assignments that will help to minimize student plagiarism.

UNITED STATES: Micropayments in Wireless M-Commerce: Issues, Security, and
Trends
(By Xin Luo)
http://www.arraydev.com/commerce/jibc/0402-10.htm

Although micropayments were once considered one of the Internet's great
failures, the
wireless mobile commerce now presents an arena ripe with possibilities to
resurrect
micropayment technology. Merging these technologies requires serious
consideration,
including a number of significant security concerns in Bluetooth wireless
technology. While
a variety of micropayment issues remain unresolved, the future trend of wireless
micropayments seems hopeful.

UNITED STATES: Marketing Technologies and Practices Offer Outsourcing Providers
(India)
the Next Competitive Advantage
(By Abel Stephen)
http://www.arraydev.com/commerce/jibc/0403-04.htm

The networked global marketplace is one of four trends that have significantly
affected
world trade. One resultant issue is that of outsourcing. India can maintain its
existing pre-
eminence as an outsourcing provider by carefully and speedily evolving two
critical areas;
namely, native communications/infrastructure technologies as well the marketing
technologies/practices specifically geared for the Internet medium.

TRINIDAD: Socio-Legal Issues Affecting the Use of Digital Signatures for Secure
E-
Commerce Transactions: A Caribbean Perspective
(By Richard M. Escalante)
http://www.arraydev.com/commerce/jibc/0403-05.htm

This article examines the socio-legal issues surrounding the role of digital
signatures as
an internet technology for secure e-commerce transactions in Caribbean
developing
countries. It highlights the view that as internet technologies become more
affordable in
developing countries, the societal changes surrounding digital signatures will
be even
greater than that of developed countries. Further, the increasing use of
internet
technology in electronic transactions raises the issue of the legality of these
transactions.

OMAN: Adoption and Use of Internet Banking in the Sultanate of Oman: An
Exploratory
Study
(Imtiyaz Al-Sabbagh and Alemayehu Molla)
http://www.arraydev.com/commerce/jibc/0406-07.asp

The aim of this paper is to explore the drivers and inhibitors of customers'
Internet
banking adoption in the Sultanate of Oman. Data from 225 respondents were used
to
address the aim. Our preliminary findings indicate that, in Oman, only two banks
offer
Internet banking services to customers. The main drivers of adoption appear to
be
compatibility, usefulness and ease of use. The extent of use is affected by lack
of
government support, poor quality of connection and page loading speed. Trust and
face-
to-face personal banking preference have been found as major inhibitors of IB
adoption.
Some preliminary implications for practitioners are highlighted.

INDIA: Adoption of Internet Banking: An Empirical Investigation of the Indian
Banking
Sector
(By Balwinder Singh and Pooja Malhotra)
http://www.arraydev.com/commerce/jibc/0406-08.asp

The tremendous advances in technology and the aggressive infusion of information
technology had brought in a paradigm shift in banking operations. Internet
banking that
has revolutionized the banking industry worldwide has turned out to be the
nucleus issue
of various studies all over the world. However there has constantly been a
literature gap
on the issue in India. The purpose of this paper is to help fill significant
gaps in knowledge
about the Internet banking landscape in India.

NETHERLANDS: The Customer Relations Government: The Quality of Electronic
Municipal
Services in the Netherlands
(By M Wissinkand A. J. G. M. van Montfort)
http://www.arraydev.com/commerce/jibc/0406-09.asp

Municipalities in the Netherlands and all other industrialized countries are
expected to
increase their adeptness and efficiency on the digital highway. It is expected
that there will
be a continual increase in the level of digital services provided by
municipalities for
members of the public and businesses. However, will the municipalities live up
to the high
expectations?

INDIA: Maneuvering Best Business Practices to Improve the Quality of
E-Governance
Services
(By Kapil Mohan Garg, Nikhil Agarwal, and Arun Mohan Sherry)
http://www.arraydev.com/commerce/jibc/0406-10.asp

The essence of E-Governance, as the new evolving form of governance, is clearly
evident
with the emergence of pro-active knowledge societies. The Governments will have
no
choice to constantly improvise to bring in greater efficiency, accountability
and
transparency in their functioning. The truth rests on the pragmatic ground that
web
services are slower and complicated wheel of distributed infrastructure laced by
low
bandwidth which is the most serious impediment to scalability of web based
services. The
study of this paper focuses on to imply the best business practices to improve
the quality
of web based value added services.

========================
Book Review:
========================

CANADA: "Sales Force Management in the Financial Services"
(By Paul S. Bates)
Reviewed by Nahum Goldmann
http://www.arraydev.com/commerce/jibc/0406-05.asp

This is one of the most interesting and intelligent books that I have read on
the subject of
marketing/sales in quite some time. This small book with the clear practical
focus is
packed with surprisingly thoughtful and insightful text and action templates. It
is
especially welcomed in the subject area that can't boast that many texts raised
above the
pep talk of shallow motivational variety. Well-structured organization of sales
is indeed
critical for functioning of any modern enterprise, especially the ones that
deals with the
financial services.

Paul K. Bates is currently Dean and Industry Professor in Financial Management
Services at
the DeGroote School of Business at McMaster University in Hamilton, Ontario. An
experienced entrepreneur and ex-President of Charles Schwab Canada, he was
recognized
by Investment Executive Magazine in 2000 as Canada's most influential broker of
the year.
Bates also hosted Canada's Money Show, a nationwide call-in radio program.

This book mainly focuses on the organization of consistent execution of
financial services,
as the author's research shows that many great companies failed mainly due to
the
inconsistency of execution rather than the lack of great strategic plans. As
well, the
concept of selling through building personal relationships is critical. Still,
by far the most
important book's statement is that for financial service companies to compete in
the
emerging re-regulated marketplace, the sales culture must be embraced.

A somewhat unexpected focus of this book is on treating a branch of the
financial
institution as a standalone business unit, indeed a franchise. In contrast, many
marketing
books are directed towards the change in the corporate headquarters, often
implying that
the branch's own sales potential is limited or even nonexistent. Bates confronts
this
challenge by showing how to assess the opportunities in the branch's trading
area and
than to focus the team's effort on the conversion of those opportunities into
sales results,
one practical step at the time. In the financial institutions, profitability can
be increased by
building the clients' base and than cross-selling it to get the maximum profits.

Bates does not have many illusions in regards to the proactive sales culture,
which is
somewhat foreign to the conventional financial institutions where cross-selling
and
relationship marketing have almost never been done in the past. His ideas on
providing
right level of service to the clients, focusing on strategic objectives,
managing the
assigned activities and monitoring accountabilities are perhaps not that new.
However, the
set of processes and simple but effective business tools described in this book
might be of
great help to all financial service and sales managers who aim to radically
improve
profitability and business survival of their business units or financial
corporations.

My only disappointment with this book comes from the fact that the analysis and
tools
that it provides are mainly covering the end of the old "brick-and-mortar
branch" banking
paradigm. Important as it is, today's and tomorrow's financial institutions have
to find
equally effective sales methods in the brand new world of transactional global
services
where relationship-based communication is paradoxically far more challenging and
where
standalone business units are no longer relevant.

The challenge of building the clients' base through relationship marketing and
of cross-
selling personal relationships has to be resolved anew in the Internet world. As
well, we
need novel and far more effective ways to support relationship sales culture
using modern
CRM tools. It's hardly a secret that up till now CRM has largely been
unsuccessful in
radically improving profitability of financial services. Hopefully future books
on this
subject will be able to address these issues based on the practical experience
accumulated
to date.