Date: 08/06/20 Level: Bachelor Thesis in Business Administration, 15 cr Institution: School of Business, Society and Engineering, Mälardalen University Authors: Leticia dos Santos Amanda Jonsson Piyumi Gangabada (95/03/17) (88/12/03) (93/08/11) Title: The Key Aspects of Digitalization on Employees' Engagement is the Bank Service Delivery. Tutor: Michela Cozza. Keywords: Digitalization, employee engagement, service delivery. Research questions: How does digitalization influence employees' engagement in service delivery management in the banking industry? What types of strategies have been applied by managers to bring about employees' engagement as digitalization develops? Purpose: The purpose of this study is to achieve a more in-depth understanding of how digitalization influences employee engagement service delivery in the Swedish banking industry. Furthermore, this study aims to identify which strategies are implemented by managers in order to effectively engage employees'. Method: The study is based on a qualitative approach and the research structure was designed based on semi-structured interviews conducted via telephone calls with employees and managers from Swedish banks to enable connections between theories and empirical findings making it possible to conduct the analysis. Conclusion: By comparing the data collected for this research and the theories presented, it can be concluded that digitalization can be considered as a factor that positively affects employee engagement in service delivery. It has become a facilitator by being a platform for the employees to perform their tasks efficiently. Further, as digitalization develops, managers have been using strategies like advanced support systems, fast and transparent communication methods, and different digital tools to bring up employees' engagement at work. Therefore, digitalization positively affects employee engagement in most instances, but managers can not overlook the possibilities of negative implications too.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:mdh-48403 |
| Date | January 2020 |
| Creators | Jonsson, Amanda, Areas dos Santos, Leticia, Gangabada Arachchilage, Piyumi |
| Publisher | Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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