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Currently, digital transformation is a process that cuts across different sectors of activity, including banks. One of the examples is the availability of products and services on digital channels. This study aims to identify the changes implemented in the digital channels of banks in Portugal that were driven by the COVID-19 pandemic, contributing to the acceleration of digital transformation.

The methods involve a qualitative approach, from the analysis of a selection of 30 results and accounting reports from ten banks between 2019 and 2021 using the Leximancer software to identify the main themes and concepts.

Four themes and 40 most relevant concepts were identified from the results of the analysis. In conclusion, banks have reinforced digital channels regarding products and services with apparent concerns associated with security.

This article aims to contribute to two conceptual maps that allow us to understand the measures implemented by banks in digital channels during the pandemic.

This investigation aims to enable managers to define other initiatives within the scope of digital channels and enhance those already implemented.

The scientific articles identified and published so far do not specifically address the impact that the COVID-19 pandemic has had on the digital channels of banks in Portugal. The originality of this article arises from this gap identified regarding the absence of similar scientific studies. The pandemic is a new phenomenon that occurred for the first time in 2019 and globally, so it is essential to know the impacts on Portuguese banks.

This paper aims to propose a data mining approach to evaluate a conceptual model in tourism, encompassing a large data set characterized by dimensions grounded on existing literature.

The approach is tested using a guest satisfaction model encompassing nine dimensions. A large data set of 84 k online reviews and 31 features was collected from TripAdvisor. The review score granted was considered a proxy of guest satisfaction and was defined as the target feature to model. A sequence of data understanding and preparation tasks led to a tuned set of 60k reviews and 29 input features which were used for training the data mining model. Finally, the data-based sensitivity analysis was adopted to understand which dimensions most influence guest satisfaction.

Previous user’s experience with the online platform, individual preferences, and hotel prestige were the most relevant dimensions concerning guests’ satisfaction. On the opposite, homogeneous characteristics among the Las Vegas hotels such as the hotel size were found of little relevance to satisfaction.

This study intends to set a baseline for an easier adoption of data mining to evaluate conceptual models through a scalable approach, helping to bridge between theory and practice, especially relevant when dealing with Big Data sources such as the social media. Thus, the steps undertaken during the study are detailed to facilitate replication to other models.

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

The COVID-19 pandemic has caused Portuguese banks to invest heavily in online tools and platforms to better serve their customers.

The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.