Electronic banking, how do Mexicans use it?

Figures from the National Commission for the Protection and Defense of Users of Financial Services (Condusef), reveal that in Mexico there are 52.1 million people with a bank account who have to interact with the banks. 19659002] This figure is very important, since almost half of the population is a customer or customer of a banking institution.

According to the Electronic Banking User Profile of the Merca 2.0 Research Department, around 93.8 percent users of this type of service are used to view balances and the movements, while a 69.7 percent makes bank transfers to other banks and 66.7 Cent performs this activity, but with customers from the same bank.

"It is one of the fastest growing channels, but at the same time it represents a very wide variety of challenges because they come from the users, and it is difficult for them to move to the next. Digital media, those who do it natively and in the middle are the ones who use our card several times a month and do not know how to use them, "said Eder Almeraz, director of security solutions at Mastercard.

L & # 39; Executive emphasizes the growth of technologies, generates more pressure for the industry, since users demand the security, speed and ease of use of these solutions.

Digital user distribution shows that 53 , 7% of e-banking users use the Android operating system against the 46.3 that has iOS Source: Merca2.0 Research Department

Why do they use electronic banking?

In addition, the study shows that the 49.7% of users who use electronic banking is to save time.

The incorporation of network processes that improve business models. the hobbies that include customers and suppliers, the user experience, mobility and security are the trends that specialists identify when they talk about the digital transformation of the bank in Mexico.

However, the reasons for which they also use them are interesting, since according to the Electronic Banking User Profile, users decide not to use the platforms because the operations that they do they must perform are not available (16.1%). As companies do their homework to defend themselves against online fraud, implement sophisticated systems that allow us to detect non-legitimate transactions, we must also take precautionary measures and behave prudently in the digital world. Cortés, CEO of Kardmatch, a digital platform specialized in credit cards.

The executive said, citing figures from Condusef, that claims for charges generated by the Internet doubled last year compared to 2016, rising to 3, 3 million complaints filed for possible fraud on credit and debit cards, a figure that shows why people do not trust electronic banking

And fraud?

In this context, the National Commission for the Protection and Defense of Users of Financial Services (Condusef) pointed out that there is a shift from traditional fraud to cybernetics.

Of just over 1.5 million fraud claims registered in the first quarter of 2017, 42 percent was for cybernetic modality and the rest for traditional fraud. In 2012, the proportion of cyber-fraud was only 8%.

According to the Condusef, on 639 thousand 857 claims for computer fraud, 91 percent were for trading on the Internet, and just 1 percent (approximately 9,000), for mobile banking. "We have seen that not only the number of vulnerabilities in third-party applications has increased, but also the level of risk that they represent for the banking institution," said Javier Díaz, general manager of MTP International, in an interview.

Banks set up the Office of Quality Management Office (QMO), only one of the six largest banks in the country applies this practice and only two or three have a project management, the main effect can not verify the quality of applications in all banking process is the loss of customer satisfaction, which leads to the loss of competitiveness, "he said.

The most recent example of A security event in the Mexican banking system was the eventuality at the service of the Interbank Electronic Payment System (IPSP), in which the failure of an application provided by a third party – without knowing if and caused by a cyberattack – caused the transfers in at least three banking institutions to be affected for several days.

This puts an eye on the systems of banking institutions especially if we consider that Eight out of ten believe that banks are primarily responsible for the security of online banking.

What banking institutions lead?

According to the figures of Condusef, there are two banking institutions that lead the number of electronic banking users. : BBVA Bancomer with 4.8 million users and Citibanamex with 2.5 million customers.

This figure represents more than three times what banking institutions have exhibited for just over five years, before digital formats gain importance and strength among its users.

Hugo Nájera, general manager of business development of BBVA Ban eat, one of the success has been achieved, thanks to the transformation strategy and open new channels to the means of payment that the institution offers aujourd & # 39; hui.

"The digital transformation of the bank requires a transformation of security, because with the digitization of financial products The attack surface has entered a phase of constant growth," he said.

Banks have made significant investments in recent years to step up their digital strategies.

In its latest report on financial inclusion 2015, Banking and Securities believes that there is tremendous potential for boosting digital financial services in Mexico.