dc.description.abstract | Internet banking implementation - Case studies in A and B schools
Abstract
The continuous development of information technology (IT) has advanced banking business innovation. The number of requests from consumer for better banking service has increased. These requests have made banking business improved and transformed significantly in terms of quality and quantity of services. On the other hand, schools are non-profit educational institutions. Although they are different in many ways from those profit-driven organizations, in response to students’/parents’ needs, schools have to improve their services such as tuition collection procedure by adopting IT.
This study applies case study method to explore and contrast the process of Internet banking implementation project in two schools. This study employed document analysis, observation, and interviews approaches to collect data. The problems and key issues in pre-, during, and post-implementation phases were identified and discussed. The study results indicated that school principal’s leadership style, organizational and cultural characteristics and manpower quality were highly related to the school staff’s attitude towards the Internet banking implementation project. Case A is characterized as a learning organization. Though the anticipated benefits cannot be achieved in the short term, case A’ staff were still willing to try. Compared with case A, case B’s organizational culture is more traditional and conservative. Staff in case B resisted to new system implementation or process change. As a consequence, the Internet banking implementation project in case B was led and executed mainly by the bank staff but not by the school’s staff. Yet, after trust was built between case B’s staff and bank’s implementation team members and the initial success of the system implementation was obtained, case B’s staff became very satisfied with the system performance and held very positive attitude towards bank’s other information system applications.
Based on the results, practical advice is given as follows. First, if user resistance exists during IS implementation stage, support from the top hierarchy is critical to resolve the user resistance. In addition, resistance and uncertainty can be eliminated to some extent by achieving process improvement, efficiency improvement, and positive user experience feedback. It is therefore suggested that implementation team should pay close attention to fulfill users’ requirements and demonstrate initial success.
Keywords: business Internet banking, case study
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