The Impact of Online Banking on Customers and Employees: Case Study of Bank Aljazira

Abstract

The purpose of the present study was to investigate the effect of online banking on customers and employees in the context of Bank AlJazira, Saudi Arabia. The study was qualitative in nature, with data collected using semi-structured interviews with 11 bank employees and 5 customers. Data was analyzed through thematic analysis. The results demonstrated that online banking was understood by the participants on the basis of its nature and function. Secondly, online banking led to role modification and demand for new skills amongst bank employees. The effect of online banking on customers was twofold. While online banking was a source of flexibility in terms of greater mobility and greater control over bank accounts, it also raised issues of security and customer support. On the other hand, two factors mediated the effect of online banking, namely resources and strategy. The resources in question were both material and human. On its part, strategy was important in terms of organizational culture and innovation. Future studies can test some of the variables emerging from the study as well as study more than one bank in Saudi Arabia.