How Ict use improve the efficiency of commercial management in retail banking? workers perceived evidence from Spain
Abstract
The article investigates the predictors of efficiency in the commercial management of retail banking through the uses of information and communication technologies (ICT). From a sample for 1,094 employees and former employees of a major financial institution in Spain, the research has obtained two main results. First of all, and for the sample of employees (692), the research finds that the uses of ICT in other elements of banking business value (risk management, knowledge and customer relationship, and professional uses of the employee), a lower age, the organization of work by objectives, greater knowledge of the entity's commercial policy, and less competitive market pressures (less growth in demand for operations and fewer offices of other entities in the near market) determine higher probabilities of efficiency improvements in business management through ICT use. Secondly, the analysis of the ex-employees (402) reinforces the results obtained for the employees in the sense that the uses of ICT linked to risk management, and with the knowledge and the relationship with the client, are the two main predictors of efficiency improvements in business management through ICT.
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