Integration of banking information systems: The perception of users

Abstract

The field of information systems has been greatly transformed in recent years, under the influence of several factors: technological, organizational, behavioral and even strategic business. All of these factors have led the banking industry, which was equipped with several increasingly complex and heterogeneous systems, to rush to urbanization and the implementation of new information systems. The integration of the systems will allow or already allows the banks that have embarked on this transformational project, to gain notoriety, competitive advantage, improvement of the quality of service, development of increasingly digitized solutions and products and also the assurance of data security and banking services. The object of this work is to study the perception of users and their feedback on this logic of integrationist transformation of information systems.

For this work, we used a methodology based on a qualitative approach. Semi-structured interviews were conducted with 35 bank employees, occupying different positions within the operating system of the retail and investment banks in our sample. The data collected was subjected to a horizontal thematic content analysis, which enabled us to identify and group six themes covering our corpus of work.  The results of our study show that all the banks involved have taken steps to integrate their information systems. These projects, for which considerable investment has been allocated, aim to enhance the customer experience, harmonize the operational and functional framework of banking activities, and improve user satisfaction by guaranteeing reliability, consistency and security in the processing of day-to-day operations.

Keywords: Information system, banking, integration, operating system, users.

JEL Classification: G21

Type of article: Empirical research