End-users’ perspective on digitalization: A study on work order processing in the German banking industry

Publikation: Beiträge in SammelwerkenAufsätze in KonferenzbändenForschungbegutachtet


The current wave of digitalization has an impact of several industries, including the financial service sector. While the current situation and arising challenges have been analyzed from a strategic perspective and from the customer perspective, research on the internal end-user perspective is scarce so far. Based on an online survey in the German banking industry, our study identifies several challenges for banks in the field of internal order processing including a lack of integration among the IT systems in use, non-realized potentials of automating the processing of work orders and a lack of training for the end-users. With our study, we add the end-users’ perspective as an additional relevant facet to the discussion on current digitalization activities in the banking industry.
TitelAMCIS 2016 Proceedings
Anzahl der Seiten10
VerlagAIS eLibrary
ISBN (elektronisch)978-0-9966831-2-8
PublikationsstatusErschienen - 2016
VeranstaltungAmericas Conference on Information Systems - AMCIS 2016: Surfing the IT Innovation Wave - Sheraton San Diego Hotel and Marina, San Diego, USA / Vereinigte Staaten
Dauer: 11.08.201614.08.2016
Konferenznummer: 22


  • Financial fraud, Fraud detection, Leading effect, Social media, Text mining