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The Effect of Banks' IT Investments on the Digitalization of their Customers
Author(s) -
CarbóValverde Santiago,
CuadrosSolas Pedro J.,
RodríguezFernández Francisco
Publication year - 2020
Publication title -
global policy
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.602
H-Index - 33
eISSN - 1758-5899
pISSN - 1758-5880
DOI - 10.1111/1758-5899.12749
Subject(s) - business , productivity , exploit , channel (broadcasting) , mobile banking , financial services , finance , financial system , industrial organization , commerce , marketing , economics , telecommunications , computer security , macroeconomics , computer science
Banks all over the world are investing in new banking technologies at a time when bank customers are progressively going digital in several dimensions of their economic and social interactions. Together with their existing perceptions of digital services, new banking technologies may path the way to accelerate the digitalization of bank customers, thereby achieving private and social efficiency gains. This paper exploits the fact that banks’ IT investments are mostly allocated to digital technologies to examine if such investments affect the digitalization of bank customers. The results show that banks’ IT investments have a significant positive impact on the adoption of financial digitalization by customers. Banks’ IT investments also increase the likelihood that bank customers undertake their financial transactions through digital channels rather than in the physical branch. This represents a change in the relationship banking channel. These findings shed light on the impact of banks’ IT investments on end‐users and not just on bank productivity and efficiency.