A study on perceived usefulness of credit scoring in digitalized environment: Case employees of a bank

Banking has been noted to be one of the most digitalized industries. In this study, the first aim is to understand the development of credit scoring in financial institutions in the digitalized environment. As part of digitalization, credit scoring is driving the automatization of credit processes. By using the framework for Digital Masters, the thesis assumes that credit scoring can be used in multiple ways to improve customer experience and enhance operational processes. In order to gain the benefits, leadership capabilities are needed to manage the use of credit scoring. The second aim of this thesis is to assess bank employees perceptions towards credit scoring. For this purpose the empirical part of the thesis uses a survey as a data collection method on the case bank employees. In order to understand employees' perceptions about credit scoring, it is hypothezised that in credit application processes, credit scoring (i) supports multi-channel services, (ii) supports quicker reaction to customer, (iii) improves understanding customer and customer needs, (iv) lowers credit process costs, and (v) yields more objective decisions. Also the relationships between these hypotheses and the perceived usefulness of credit scoring were analyzed, when perceived usefulness is measured by the widely used Technology Acceptance Model (TAM). All the hypotheses were supported by the data collected from the survey on the case company, but some of the multi-item constructs suffered from reliability issues. Although the hypotheses were supported and credit scoring was mainly perceived positive in the case company, the generalization of the results suffers from the one company setting