Impact of digitalisation on service delivery in the banking sector: A case of Standard Chartered Bank

Abstract

The study was on the impact of digitalisation on service delivery in the banking sector with SCBZ being the case study. The study was conducted to assess whether or not digitalisation has a bearing on how services are delivered in the banking sector. The study is based on the Disruptive Innovation theory. The research used both quantitative and qualitative approaches to explore the topic under study. The study used both primary and secondary data. Self-administered questionnaires and key informant interviews were used as part of the data gathering instruments for primary data. A total of 120 questionnaires and 30 interviews were conducted for data collection. On sampling, both random and non-random sampling techniques were used to obtain data from participants who included the employees of the bank whose departments are involved in service provision and the two types of clients serviced by the bank, retail and corporate clients. While for secondary data documentary analysis of previous research done by other scholars, media circulations, internal circulars were used. Descriptive statistics was used to present the data obtained from the respondents. Excel and extensive use of SPSS was used to analyse the data, with correlation and regression analysis used to evaluate the relationship between digitalisation and the enhancement of service delivery. The major findings of the study revealed that digitalisation led to the enhancement of how banks delivered their services to their clients. The study established that digitalisation not only improves service delivery but also bring about convenience to the clients and is also a cost cutting measure to the banks. Most of the clients lamented the inconvenience which is sometimes brought on the digital platforms due network challenges especially during power outages. The study recommended that the banking sector establish their own network systems rather than be dependent on that provided by mobile network operators.