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Den digitala bankverksamhetens påverkan på bankmedarbetares arbetstillfredsställelse
University of Skövde, School of Business.
University of Skövde, School of Business.
2022 (Swedish)Independent thesis Basic level (degree of Bachelor), 15 credits / 22,5 HE creditsStudent thesisAlternative title
The impact of digital banking on job satisfaction among bank employees (English)
Abstract [sv]

Digitaliseringen har haft en stark inverkan på banksektorn de senaste decennierna. Med hjälp av den digitala tekniken kan bankkunder numera utföra ett flertal bankärenden på egen hand utan att behöva besöka ett bankkontor, vilket resulterat i en minskad interaktion mellan bankmedarbetare och kunder. Till följd av den ökande digitaliseringstrenden har studien därmed undersökt hur det digitaliserade kundmötet påverkat bankmedarbetares arbetstillfredsställelse. En kvalitativ forskningsmetod har använts för föreliggande studie där intervjuer genomfördes med åtta bankmedarbetare inom utvald bank. Studien kom fram till att de åtta intervjuade bankmedarbetarnas upplevda arbetstillfredsställelse har både ökat och minskat till följd av det digitaliserade kundmötet. Arbetstillfredsställelsen ökar vid hantering av mer komplicerade bankärenden samt bekräftelse och feedback som de får av omgivningen. Tillfredsställelsen i arbetet minskar hos bankmedarbetarna när digitaliseringen påverkar skapandet av kundrelationer samt vid svårigheter att hantera digital teknik. Studien visar även att kundernas tillfredsställelse i mötet har en stor påverkan på bankmedarbetarnas tillfredsställelse i arbete.

Abstract [en]

Digitalization has had a strong impact on the banking sector in the recent decades. With the help of digital technology, bank customers can now handle several banking errands on their own, without visiting a bank office. This, in turn, has led to less interaction between bank employees and customers. Following the increasing digitalization, thisstudy examines how the digitalized customer meetings have affected bank employees’ job satisfaction. A qualitative research method has been used, drawing on interviews with eight bank employees, working in a selected bank. The study concludes that the perceived job satisfaction of the eight interviewed bank employees has both increased and decreased due to the digitalized customer meeting. Job satisfaction increases when handling more complicated banking errands and also because of the confirmation and feedback they receive. Job satisfaction decreases when digitalization affects the employee- customer relationships and in case of difficulties in managing digital technology. The study also shows that customers’ satisfaction has a major impact on bank employees’ satisfaction at work.

Place, publisher, year, edition, pages
2022. , p. 44
Keywords [en]
Digitalization, digital technology, digitalized customer meeting, job satisfaction
Keywords [sv]
Digitalisering, digital teknik, digitaliserat kundmöte, arbetstillfredsställelse
National Category
Business Administration
Identifiers
URN: urn:nbn:se:his:diva-21429OAI: oai:DiVA.org:his-21429DiVA, id: diva2:1677300
Subject / course
Business Administration
Educational program
Business Administration and Economics - Study Programme
Supervisors
Examiners
Available from: 2022-06-27 Created: 2022-06-27 Last updated: 2022-06-27Bibliographically approved

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CiteExportLink to record
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