Technological breakthroughs: Unveiling the sentiments of frontline employees in Stanbic Bank - Harper Road Branch, Adum KumasiI, Ghana
Date
2020-05
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Abstract
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.
Description
Undergraduate thesis submitted to the Department of Business Administration, Ashesi University, in partial fulfillment of Bachelor of Science degree in Business Administration, May 2020
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Undergraduate thesis
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Keywords
frontline employees, technology impact, Job Insecurity Model, banking sector, customer service