1. Banking & Retail in the Digital Age Hiba Fayad Al-Iktissad Wal-Aamal @iktissad #DGTLU

2. The Study  The adoption of retail banking among Lebanese consumers  Online shopping behaviors  The impact of demographics factors  The impact of security and privacy, quality of internet connection  The impact of awareness

3. Hypotheses  Educational level & occupation not supported  Age, gender and income supported  The age and income of retail banking consumers affect the adoption of internet banking  The consumers’ age, gender and income affect the adoption of online shopping

4. The sample  780 internet users  Living in Lebanon  Different nationalities  Males and females  All age groups  All regions  Economically active  Bank account in a Lebanese bank

11. HOW CONNECTED IS THE LEBANESE INTERNET USER Mobile – Tablet – Gadgets…

17. WHAT ABOUT THE CONNECTION QUALITY?

20. WHERE IS THE SOCIAL CUSTOMER?

22. 2013 Recommendation Focus on Instagram!

38. WHAT ABOUT ONLINE SHOPPING? Number of consumers shopping online is still growing.

39. 2013 70.5%

42. WHO SHOPS ONLINE?

43. Who shops online?  51.3% of online shoppers are individuals with mid-income between 1000$ and 3500$  39.2% of them are connected for more than 9 hours per day.  79.3%of consumers who own a smartphone shop online  84.7% of those who own a tablet shop online.

44. Main findings  Younger consumers are more likely to adopt internet banking, shop online and pay with a credit card.  Therefore, the survey finding should push to implement appropriate strategies to encourage retail internet banking for other age categories.

51. Conclusion  Considerable increase in mobile banking usage  Increase in online shoppers  ATM is still the preferred point of contact with a bank  Younger consumers are fast adapting to digital services  Higher adoption and usage of digital services by higher income consumers

52. Final thoughts  Change in the interactions between consumers and retailers  How and to what extent technical innovations will change traditional retail  Banks responsibility in supporting the growth of the e-commerce industry in Lebanon

53. Thank You! Enjoy your day!