Banks all over the world are investing in new banking technologies at a time when bank customers are progressively going digital in several dimensions of their economic and social interactions. Together with their existing perceptions of digital services, new banking technologies may path the way to accelerate the digitalization of bank customers, thereby achieving private and social efficiency gains. This paper exploits the fact that banks’ IT investments are mostly allocated to digital technologies to examine if such investments affect the digitalization of bank customers. The results show that banks’ IT investments have a significant positive impact on the adoption of financial digitalization by customers. Banks’ IT investments also increase the likelihood that bank customers undertake their financial transactions through digital channels rather than in the physical branch. This represents a change in the relationship banking channel. These findings shed light on the impact of banks’ IT investments on end‐users and not just on bank productivity and efficiency.

中文翻译：

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银行 IT 投资对其客户数字化的影响

世界各地的银行都在投资新的银行技术，因为银行客户正逐渐在经济和社会互动的多个方面实现数字化。连同他们对数字服务的现有看法，新的银行技术可能会加速银行客户的数字化，从而实现私人和社会效率收益。本文利用银行的 IT 投资主要分配给数字技术这一事实来检验此类投资是否会影响银行客户的数字化。结果表明，银行的 IT 投资对客户采用金融数字化具有显着的积极影响。银行的 IT 投资还增加了银行客户通过数字渠道而非实体分行进行金融交易的可能性。这代表关系银行渠道的变化。这些发现揭示了银行 IT 投资对最终用户的影响，而不仅仅是对银行生产力和效率的影响。