The Influence of Digital Transformation on Banking Service Performance at the Bank of Abyssinia
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Date
2025-06-02
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Addis Ababa University
Abstract
Digital transformation has emerged as a highly significant concern for organisations trying to enhance their efficiency and performance. This study investigates the effect of digital transformation on the banking service performance of Bank of Abyssinia with respect to automation, digital documentation, and real-time tracking of processes while paying attention to the influence of infrastructure and organisational policies. A mixed-methods approach was utilised in this study. Questionnaires were used to collect quantitative data, whereas qualitative data were gathered via semi-structured interviews and surveys. Statistical analysis of the data involved descriptive statistics, Pearson's correlation, multiple regression, hierarchical regression, and thematic analysis. It was found that automation, digitization, and real-time tracking had a positive impact on Banking service performance, with real-time tracking being the strongest predictor. The regression analysis showed that the model accounted for 60.5% of variance in Banking service performance. Organisational policy and infrastructure did not act as a moderator of the impact of digital transformation on banking service performance. Qualitative data proved the findings from the quantitative data analysis; the results indicated that digital transformation positively impacts the efficiency of operations, access to information, ability to monitor transactions, and delivery of services. However, customer reluctance, lack of digital literacy, security issues, and technical barriers emerged as obstacles
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Keywords
Digital Transformation, Automation, Digital Documentation, Real-Time Tracking Systems, Banking service Performance, Organizational Policy, Infrastructure, Bank of Abyssinia