Covid-19's positive impact on digitalization: the case of the banking sector in Pakistan
Faculty of Economics and Administration, Masaryk University
How they used Delve
A master's student in Business Management at Masaryk University's Faculty of Economics and Administration used Delve to thematically code eight semi-structured interviews with staff of Pakistan's two largest banks (HBL and UBL), organising the analysis into main themes, sub-themes and codes on how Covid-19 accelerated digitalisation; the appendices reproduce the coded interview transcripts printed from Delve.
“So, for better understanding and thematic analysis for this research, researcher will use the delve software to have clearer picture of the analysis in the form of main theme, sub theme and codes.”
- Field
- banking; digital transformation
- Data
- 8 semi-structured interviews with employees of two Pakistani banks (4 at Habib Bank Limited, 4 at United Bank Limited), one respondent per framework dimension
- Approach
- Multiple case study (two banks) with thematic analysis structured by the Capgemini Digital Transformation Framework (customer experience, operational processes, business models, digital capabilities); main theme / sub-theme / code hierarchy
- Data types
- Interviews
Abstract
This research is to explores the positive impact of the COVID-19 pandemic on the digitalization of the banking industry in Pakistan, focusing on two prominent banks, UBL and HBL. This research employes multiple case and thematic analysis to investigate the digital transformation initiatives undertaken by these banks. It evaluates their effects on customer experience, operational processes, business models, and digital capabilities by using the Capgemini digital transformation framework. For data collection purpose interviews with bank experts from both UBL and HBL, and the findings shed light on how these banks successfully navigated the crisis by implementing significant modifications to their strategies, and digital channels or means. These measures enabled the banks to meet the surging demand for digital banking services, maintain uninterrupted operations, and preserve their competitive positions within the industry. However, the study also identifies areas where both banks must focus their efforts, particularly in advancing their AI systems. Pakistan is still a developing country with limited exposure to AI technologies. Moreover, by examining the digital transformation initiatives carried out by UBL and HBL during the pandemic, this research provides a roadmap for other banks to understand the strategic actions necessary for effectively adapting to evolving customer expectations, emerging technologies, and shifting market dynamics.
Citation
Aytsam Chaudary (2023). Covid-19's positive impact on digitalization: the case of the banking sector in Pakistan. Masaryk University Information System (IS MU) theses archive.