The impact of ICT on the organizational and relational strategies of banks in Cameroon.
Cadre conceptuel relatif aux Technologies de l’Information et de la Communication
DOI:
https://doi.org/10.59051/joaf.v15i1.813Keywords:
ICT- Efficiency Organizational Strategy-Relational Strategy-BankAbstract
Purpose: The aim of this study is to shed light on the impact of ICTs on the relational, organizational and human strategy of banks in the Cameroonian context.
Method: The research methodology used for this purpose involves semi-directive interviews with the various stakeholders (bankers and customers), supplemented by a questionnaire based on an econometric model to better define the object of the research. In addition, the data collected was analyzed on the basis of thematic content on the one hand, and a comparative analysis of variables on the other.
Results: The main results show that the integration of ICT enables the bank to improve its customer relations strategy; the adoption of ICT leads to greater organizational and human efficiency within the bank.
Originality/Relevance: The originality and relevance of this study lies in the dematerialization via ICT that has pushed banks still anchored in the traditional mode towards remote banking in view of the socio-economic context experienced by Cameroon, marked by health and security crises.
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