Tεχνητή νοημοσύνη και χρηματοπιστωτικές τεχνολογικές εξελίξεις: διερευνητική μελέτη του μετασχηματισμού των τραπεζικών δραστηριοτήτων για την εξυπηρέτηση των εταιρικών πελατών

Σπανού, Αλίκη - Μαρία

Master Thesis

Author

Σπανού, Αλίκη - Μαρία

Date

2020-11

Abstract

The overarching research objective of this study is to investigate how employees of financial institutions respond to the transformation of the banking activities as a result of the introduction of FInTech and artificial intelligence. To achieve this objective a questionnaire was developed and sample of employees of financial institutions was collected. The questionnaire was distributed to Departments and employees who work for banks, their subsidiaries as well as debt management companies. The questionnaire was sent to 150 employees and 71 responded. Based on data and statistical analysis (Cronbach's a index), the reliability of the questionnaire is satisfactory. The results of this dissertation indicate that the use of new financial technologies is expected to improve corporate customer service, to change the way banks operate, to facilitate the handling of customer requests, to improve customer satisfaction, to increase the number of customers and to simplify internal processes. On the other hand, internal processes may become more difficult to understand and communicate, due to the complexity of the new systems. Moreover, respondents expect that the management of external crises, including that of COVID – 19, will be enhanced. Overall, the aforementioned results are consistent with available literature. Furthermore, male employees expect the use of new financial technologies to improve customer services more than female employees and age does not influence respondents' views. Employees with low educational attaintment believe that the level of training in new financial technologies is satisfactory. In addition, employees with high educational attaintment believe that the adoption of new technologies is satisfactory compered to employees with low educational attaintment. In summary the results of this study enhance our understanding how employees of financial institutions respond to the transformation of the banking activities as a result of the introduction of FInTech and artificial intelligence.

Postgraduate Studies Programme

Οικονομική και Επιχειρησιακή Στρατηγική

Department

Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οικονομικής Επιστήμης

Number of pages

100

Language

Greek

URI

https://dione.lib.unipi.gr/xmlui/handle/unipi/13041
http://dx.doi.org/10.26267/unipi_dione/464

Collections

Τμήμα Οικονομικής Επιστήμης

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