Change Management in Digitalized Banking
Lehtimäki, Emmi (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020061218480
https://urn.fi/URN:NBN:fi:amk-2020061218480
Tiivistelmä
The banks in Finland are in the center of dramatic digitalization, which means that employees are pushed to change together with the organizations. There have been major changes in banking due to digitalization. Banking operations have changed, and daily banking operations are now handled with mobile devices. The changes require strong leadership and change management.
The purpose of this thesis was to find out what should be developed in change management in digitalized banking. The main objectives of the master’s thesis were to find out the key elements of successful change management, find out bank employees’ opinions towards change in digitalized banking and understand change communication. All in all, the successfulness of change management in digitalized banking was studied.
The research is a combination of literature review and empirical research. Quantitative research method was used in the empirical part of this thesis. The empirical research is a sample survey, which studied small-scale example of the target population. Simple random sampling was used in order to get a proper sample. A questionnaire was formed to collect primary data. The aim of the questionnaire was to get answer to the research question: What should be developed in change management in digitalized banking from the perspective of employees of Finnish banks?
The research indicated that the general attitude towards change is very good. Change management was experienced positively. In addition, change communication was reviewed as well executed.
Bank organizations were recommended to develop stages two and six of the change process, because those stages were the weakest rated by bank employees. On the other hand, stages seven and eight of the change process were most positively experienced by bank employees. Change management process should be carefully examined in bank organizations to recognize all the phases in the process.
The purpose of this thesis was to find out what should be developed in change management in digitalized banking. The main objectives of the master’s thesis were to find out the key elements of successful change management, find out bank employees’ opinions towards change in digitalized banking and understand change communication. All in all, the successfulness of change management in digitalized banking was studied.
The research is a combination of literature review and empirical research. Quantitative research method was used in the empirical part of this thesis. The empirical research is a sample survey, which studied small-scale example of the target population. Simple random sampling was used in order to get a proper sample. A questionnaire was formed to collect primary data. The aim of the questionnaire was to get answer to the research question: What should be developed in change management in digitalized banking from the perspective of employees of Finnish banks?
The research indicated that the general attitude towards change is very good. Change management was experienced positively. In addition, change communication was reviewed as well executed.
Bank organizations were recommended to develop stages two and six of the change process, because those stages were the weakest rated by bank employees. On the other hand, stages seven and eight of the change process were most positively experienced by bank employees. Change management process should be carefully examined in bank organizations to recognize all the phases in the process.