TY - GEN
T1 - Operating Costs and Service Delivery Automation
T2 - 29th International Conference on Engineering, Technology, and Innovation, ICE 2023
AU - Akilimalissiga, Save
AU - Sukdeo, Nita Inderlal
N1 - Publisher Copyright:
© 2023 IEEE.
PY - 2023
Y1 - 2023
N2 - The financial sector's cost of providing customer services has been rising yearly. Various experts estimate that the operating costs seem to double every fourteen years. Remaining competitive in such conditions becomes a complex and thoughtful achievement. The ideal alleviation of the rising operating expenses could be the integration of automation into the business operating systems. This paper aims to streamline the significance of the strategic relationship between operating costs and service delivery automation through the adoption of automation from the South African banking industry's perspective. A hypothesised relationship was established in order to understand the influence that automation can have on the banking institutions' operating costs. The study took on a double sequential quantitative approach where a questionnaire survey was deployed to the employees of prominent banking institutions through LinkedIn and direct email correspondences to collect primary data. This was followed by exploiting annual integrated reports of banking institutions to extract secondary (statistical) data, with a focus on the number of bank outlets/branches. Hence, using Absa, Capitec, FNB (First National Bank), Nedbank and Standard Bank as case studies revealed that operating costs could be improved by adopting advanced technologically-based practices known as service delivery automation.
AB - The financial sector's cost of providing customer services has been rising yearly. Various experts estimate that the operating costs seem to double every fourteen years. Remaining competitive in such conditions becomes a complex and thoughtful achievement. The ideal alleviation of the rising operating expenses could be the integration of automation into the business operating systems. This paper aims to streamline the significance of the strategic relationship between operating costs and service delivery automation through the adoption of automation from the South African banking industry's perspective. A hypothesised relationship was established in order to understand the influence that automation can have on the banking institutions' operating costs. The study took on a double sequential quantitative approach where a questionnaire survey was deployed to the employees of prominent banking institutions through LinkedIn and direct email correspondences to collect primary data. This was followed by exploiting annual integrated reports of banking institutions to extract secondary (statistical) data, with a focus on the number of bank outlets/branches. Hence, using Absa, Capitec, FNB (First National Bank), Nedbank and Standard Bank as case studies revealed that operating costs could be improved by adopting advanced technologically-based practices known as service delivery automation.
KW - adoption of bank automation
KW - Banking industry
KW - Operating costs
KW - service delivery automation
KW - South African banking industry
UR - http://www.scopus.com/inward/record.url?scp=85181162042&partnerID=8YFLogxK
U2 - 10.1109/ICE/ITMC58018.2023.10332329
DO - 10.1109/ICE/ITMC58018.2023.10332329
M3 - Conference contribution
AN - SCOPUS:85181162042
T3 - Proceedings of the 29th International Conference on Engineering, Technology, and Innovation: Shaping the Future, ICE 2023
BT - Proceedings of the 29th International Conference on Engineering, Technology, and Innovation
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 19 June 2023 through 22 June 2023
ER -