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COVID-19 Pandemic and Digital Banking Trends: Managerial Perspective on Challenges and Opportunities
Abstract
While there have been increasing studies on the impact of COVID-19 on banking, limited research has explored how COVID-19 pandemic propagates the digital banking revolution and transformation from bank managers' perspectives. The authors solicit views from managers involved in bank decisions during the COVID-19 pandemic using a structured qualitative approach. They further run a content analysis on managers' responses to ascertain recurring themes that were less reported in the literature during the COVID-19 pandemic – the financial issues involved 51 themes. Three dimensions have been highlighted to reach the expected results: the challenges banks faced during the COVID-19 pandemic (bank operationalization), the strategies banks are employing in response to the COVID-19 pandemic, and the opportunities that the COVID-19 pandemic (boosting financial literacy and empowering banks) presents. By analysing these results, the study contributes to a better understanding of how COVID-19 offers a possible pathway to digital banking transformation and revolution for financial institutions.
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