Digital Transformation and Strategy in the Banking Sector: Evaluating the Acceptance Rate of E-Services

Abstract

Digital transformation in the banking sector is a continuous process that affects both the external and internal environment by redesigning internal processes and existing methods. There are many reasons that digital transformation takes place, such as servicing remote areas without physical branches, differentiation from competitors or reduction of operating costs. In any case, there are a lot of doubts about the acceptance of digital technologies. Thus, this article examines the acceptance rate of digital transformation in the banking sector in Greece. One hundred and sixty-one employees at Greek banks completed the survey. A Multivariate Regression Analysis was implemented to analyze the items of the Technology Acceptance Model. The findings of this paper indicate the perception of bank employees with regard to new technologies. This paper provides a practical contribution for executives of Greek banking organizations to schedule targeted educational programs to facilitate the transition to the new digital era for their employees. Executives are curious if employees are ready to accept and implement digitalization in their daily job routine. Therefore, the Technology Acceptance Model can provide answers to executives in facing these challenges.

Digitainability and Financial Performance: Evidence from the Serbian Banking Sector

“…Previous studies in the banking field have mostly investigated the relationship between digitalization and banking or the relationship between sustainability and banking. The studies focusing on the link between digitalization and banking show that digitalization is of special importance to banking [3], as it is a continuous and unstoppable process [2,4]. The research also reports that digitalization can increase productivity and decrease costs [5], thus leading to better performance.…”

Designing a Roadmap for Human Resource Management in the Banking 4.0

“…Most authors conclude that digitalization is the most powerful driver of changes in the banking sector (Beck et al 2016;Puschmann 2017), although only a few authors are concerned by human resources (Kitsios et al 2021;Bastari et al 2020). It is, therefore, true that digital technology dominates in replacing human roles in banking.…”

“…Banks reach for competitive advantages based not only on technological solutions but on service quality, trustbuilding, and ensuring professionalism in customer service, i.e., building and managing customer relationships. Therefore, the reaction to digitization should not only be a quantitative approach to the number of facilities and employees, but should also be qualitative, based on the need for systematic training and even retraining of some staff (Kitsios et al 2021). Banks believe that training increases employees' job skills and training reduces employee turnover (Anusara et al 2019).…”

Innovation management as basis of digitalization trends and security of financial sector

“…Mirzet Šehoa, Mansor H. Ibrahimb, Abbas Mirakhorc (Šeh oa et al, 2021) studied the impact of sectoral diversification of credit and financing on bank risk and profitabilit y. Th e results of the research show that industry diversification of loans and financing reduces profitability and increases the risk of banks. Kitsios F., Giatsidis I., Kamariotou M. (Kitsios et al, 2021) argue that the modern technological environment is constantly changing and forcing all economic units to digital transformation. The digital transformation has two functions, as it allows the financial sector to offer new channels of service through new electronic platforms.…”