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

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.