Digitalization of Daily Banking Services and Employees’ Readiness Towards it
Hoskonen, Jesse (2018)
2018
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024051010726
https://urn.fi/URN:NBN:fi:amk-2024051010726
Tiivistelmä
This thesis was done as a commission to Oulun Osuuspankki and the main objective was to go through the digitalization of daily banking services and employees’ readiness and capabilities towards it. The topic was chosen because digitalization is the major change driver in today’s banking sector.
The theory part of this thesis goes through digitalization in general and more specifically in the banking sector. Digitalization of Oulun Osuuspankki’s daily services is looked at more carefully as well as the current state of digitalization in the bank. Lastly, there is some comparison to the main competitors in Oulu area. Sources used were mainly digital as there were very little literal sources regarding digitalization.
To be able to answer the research question, an online survey was conducted to the employees of Oulun Osuuspankki in the empirical part of this thesis. The aim of the survey was to find out Oulun Osuuspankki’s employees’ capabilities and readiness towards digitalization in today’s banking world that is undergoing a digital revolution. Quantitative and qualitative research methods were used in writing this thesis.
The results were overall encouraging; the employees of Oulun Osuuspankki are pretty well
equipped towards digitalization and there are no major changes needed to be made. However, there were a couple of areas that still require improvement. Some of the employees feel that there is a lack of training towards the digital tools and many feel that they have hard time keeping up with the rapidly changing digital services and there is not enough informing regarding the changes that occur. Improvement suggestions were made to the bank based on these results.
If the improvement suggestions are taken into use, a follow-up research could be conducted to see if the results are desired. Also digitalization of other areas could be further researched in the bank as there is very little research of digitalization from the employees’ point of view.
The theory part of this thesis goes through digitalization in general and more specifically in the banking sector. Digitalization of Oulun Osuuspankki’s daily services is looked at more carefully as well as the current state of digitalization in the bank. Lastly, there is some comparison to the main competitors in Oulu area. Sources used were mainly digital as there were very little literal sources regarding digitalization.
To be able to answer the research question, an online survey was conducted to the employees of Oulun Osuuspankki in the empirical part of this thesis. The aim of the survey was to find out Oulun Osuuspankki’s employees’ capabilities and readiness towards digitalization in today’s banking world that is undergoing a digital revolution. Quantitative and qualitative research methods were used in writing this thesis.
The results were overall encouraging; the employees of Oulun Osuuspankki are pretty well
equipped towards digitalization and there are no major changes needed to be made. However, there were a couple of areas that still require improvement. Some of the employees feel that there is a lack of training towards the digital tools and many feel that they have hard time keeping up with the rapidly changing digital services and there is not enough informing regarding the changes that occur. Improvement suggestions were made to the bank based on these results.
If the improvement suggestions are taken into use, a follow-up research could be conducted to see if the results are desired. Also digitalization of other areas could be further researched in the bank as there is very little research of digitalization from the employees’ point of view.