The COVID-19 Pandemic, the Digital Transformation, and the Banking System: Empirical Evidence in Greece

Abstract

The coronavirus pandemic resulted in an exponential increase in the use of e-banking and resulted in the establishment of telework in the banking sector. This chapter attempts to capture the impact digital transformation had on the Greek banking system during the COVID-19 pandemic, comparing the views and attitudes of bank employees and bank customers. Based on the relevant technology acceptance model (TAM) literature, a questionnaire was appropriately structured to provide awareness, satisfaction, trust, and quality evidence. The regression analysis results obtained were critically evaluated against existing previous literature, focusing on the statistical differences observed between bank employees and bank customers.