The Impact of Digitization on the Work Efficiency of UAE Banks’ Employees during the COVID-19 Pandemic

Abstract

The purpose of this study is to provide an in depth understanding of how digital services in the UAE banking sector influence the operational activities of its employees. This study aims exploring the relationship between the digital services implemented by the UAE banks and its impact on the work efficiency of its employees during the COVID-19 pandemic. A quantitative research conducted through a structured questionnaire is designed to collect data from a group of employees and managers working in the UAE banks. Top 10 commercial banks incorporated in the UAE are selected to complete the survey. Target respondents are working staff in different departments of selected bank branches in the emirates of Abu Dhabi, Dubai, Sharjah, and Ajman. The respondents are selected at random employing convenience sampling method. The research methodology relies on a survey of UAE digital banking services and the work efficacy of bank staff during the COVID 19 pandemic. Therefore, to analyze the data Simple Linear Regression analysis and ANOVA analysis were performed to explore research hypotheses on the relationships among the study factors. Results showed that internal and external factors that control the Digital Banking (DB) adoption could negatively influence the efficiency of workforce participation in the bank operations, but never replace the human factor, specifically with the consideration of needs, culture, and norms of the customers dealing with UAE banks. This study has shown significant useful implications for digital banking services and bank operational and financial performance during COVID-19.