Technological breakthroughs: Unveiling the sentiments of frontline employees in Stanbic Bank - Harper Road Branch, Adum KumasiI, Ghana

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All over the world, there have been massive adjustments within industries such as the agricultural industry, telecommunication industry, and the banking industry towards the use of technology to increase productivity, reduce costs and improve customer service delivery amongst others. The gradual adoption of technology within these sectors has caused some frontline employees to be sidelined. A sector that has been affected the most from the adoption of technology at the workplace is the banking sector. Since frontline employees are the drivers of productivity, they are the most likely to be directly affected. The repetitive nature of their jobs makes them vulnerable to being instantly replaced by technology. By interviewing eight frontline employees at Stanbic Bank, Harper Road Branch, Adum Kumasi (here in after referred to as Stanbic), the researcher sought to provide the bank manager with a panoramic and in-depth view into the sentiments frontline employees hold from the increased usage of technology. The questions that guided this study are: “How has the increased implementation of technological advancements led to job insecurity?” and “What sentimental differences prevail amongst male and female front line employees on job insecurity?”. It was found that the increased usage of technology impacted the productivity, behavior/attitudes of frontline employees, heightened fears and how they could upgrade their personal status. The researcher recommended that the frontline employees should keep their minds open to learn how to use the new technology being introduced into the banking environment. They should also increase their relevancy to the banks through versatility and multi-tasking.
Undergraduate thesis submitted to the Department of Business Administration, Ashesi University, in partial fulfillment of Bachelor of Science degree in Business Administration, May 2020
frontline employees, technology impact, Job Insecurity Model, banking sector, customer service