Perceptions of Computerisation by Bank Branch Employees

Abstract

A case study in which perceptions regarding the introduction of computer terminals to the branches of an Israeli bank is presented. Employees appear to believe that computers improve service to customers and facilitate data gathering and communication, but are somewhat less optimistic regarding their impact on job content variables. Employee perceptions in branches where computer terminals have already been installed do not differ significantly from those of employees in branches where the terminals have not been installed yet, except regarding the computer contribution to the provision of new types of banking services. A Smallest Space Analysis generated six spatial regions of employee perceptions concerning computer impact: efficiency, authority, employee redundancy, job problems, communications problems, and computer problems. Gender and hierarchical differences are also discussed.

Citation

Shenkar, O. (1987), "Perceptions of Computerisation by Bank Branch Employees", International Journal of Bank Marketing, Vol. 5 No. 4, pp. 49-58. https://doi.org/10.1108/eb010817