Abstract

The purpose of this paper is twofold: (i) to identify the thematic categories and central topics connecting digitization and operational efficiency in the banking sector; and (ii) to develop a research agenda to guide future research endeavors to advance knowledge related to digital operational efficiency (DOE). Employing a two-stage content-centric review approach, this study comprehensively outlines overarching themes and subsequently delves into specific dimensions. The first stage aimed to provide an overview of research connecting operational efficiency and digitization in the banking sector and to refine the search criteria for content analysis. The second stage employed content analysis concentrated on journal articles published between 2018 and 2023. Central topics include enhancing banking industry performance through industry 4.0 technology and partnerships, the impact of the COVID-19 pandemic on bank digital transformation, organizational adaptations for embracing new digital business models, and elevating customer experience through novel operational paradigms. The research agenda proposed include the following: DOE conceptual development; digital bank break-even analysis; optimization of the product and service portfolio offered by digital banks; and consumer experience and level of service of digital banks. By delving into the impact of industry 4.0 technologies, pandemic, and digital business models, this paper enriches our understanding of the complex interplay between digitization and operational efficiency. The proposed research agenda offers a roadmap for future scholarly endeavors, contributing to the evolution of theoretical frameworks in this field. This paper offers insights relevant for banking industry professionals, providing them with valuable guidance on how to enhance their performance, optimize their digital product and service portfolio, and elevate the overall customer experience in the rapidly evolving landscape of digital banking.

Introduction

It is of utmost importance for banks and the financial services industry to assess the outcomes of their operations. This evaluation holds significant weight as it showcases their financial efficiency to various stakeholders, including the market, investors, competitors, and ultimately fosters a sense of trust among their customers (Pio et al., 2023). A well-established avenue to achieve this is through the utilization of the Operational Efficiency Index (OEI), which is determined by dividing the cost by the revenue (Nguyen, Tripe & Ngo, 2018; Khan & Shireen, 2020; Allen & Rai, 1996).

By employing this methodology, financial analysts and investors are empowered to conduct thorough financial analyses and comparisons across companies (Bangarwa & Roy, 2022). This encompasses scrutinizing variables such as payroll expenditures, revenues across distinct lines of business (e.g., credit cards and corporate banking), thereby enabling the identification of the most proficient companies. Furthermore, this approach aids in discerning which entities are most conducive for investment or divestment (Luo, Fan & Zhang, 2017).

Conclusion

This research paper has navigated the dynamic landscape of digitization in the financial sector, unveiling a nuanced tapestry of insights that collectively redefine the contours of operational efficiency and customer experience. The synthesis of contemporary literature, empirical analyses, and conceptual deliberations has culminated in a comprehensive understanding of the pivotal dimensions shaping the trajectory of banking in the digital age.

In terms of contributions, this paper sheds light on the pivotal role of digital technologies and partnerships in shaping the performance of the banking industry. It unravels the transformative impact of the COVID-19 pandemic, underscoring how digitization became a pivotal strategy for resilience and adaptation. Moreover, it delves into novel operational approaches and emphasizes the paramount importance of customer-centricity, offering a comprehensive research agenda that propels future inquiries.

These insights bear implications for both theory and practice. The conceptual development of DOE lays a robust foundation for further theoretical exploration, while the analysis of digital bank break-even dynamics and optimization of product portfolios guide practical strategies for sustainable digital banking models. The elevation of customer experience underscores the imperative of crafting seamless, technology-driven interactions that resonate with evolving consumer expectations, shaping a customer-centric paradigm in financial services.