Abstract:

Financial Institutions, as well as businesses are constantly looking for ways to innovate and provide a differentiated client experience. In this paper, the author analyzes a real financial institution in Romania (a TOP 5 universal bank). With the proliferation of IT (IT – information technology) and dedicated applications, banks are competing in a new digital enabled environment, where disruptors and substitute products affects traditional lending business, payments or savings. Digital and Selfservice channels transformed customer interactions, eliminated need for bank’s employee assistance by use of mobile and e-commerce. In this new environment, bank employees and their performance plays the role of potential differentiator. Job performance is influenced by Employee satisfaction. The Bank’s IT environment, both hardware and software represent the main tool that client facing employees are using to fulfil their job. The employee satisfaction is influenced by the perceived IT user experience and expected value of using IT as a job support tool. The research purpose is to explain how and why employees uses their perception to express IT User experience and consequently, satisfaction. The author surveyed bank employees (608 responses) from the perspective of employees (population of 3000 individuals), not external customers. Hypothesis were tested using regression and factor analysis. Theoretical and practical implications are discussed through the lens of the Technology Acceptance Model, to explain impact of the main factors influencing perception of overall IT landscape, as well as prioritizing projects within their budgetary constraints.