Automation of services in the Maltese banking systems

Abstract

The dissertation aims to examine how automation is affecting Maltese Banks operations. This is done by giving particular attention to the effects on operational costs, personal headcount and to profitability of the Banks. To boost in my study, the top three main bank's annual financial reports were examined with particular attention to the Net Fee and Commission income and to the payroll costs. Further to this, a survey questionnaire was set and interviews were conducted in both Bank of Valletta p.l.c and HSBC Malta Bank p.l.c. In essence, from this dissertation it was found out that through automation banks increased their income from Fee and Commission income. While Maltese Banks increased their profitability mainly through the introduction of internet banking, the banks consider customers feedback as very important to innovate. While automation had an enormous affects on the branches, according to the information gathered, they will still remain popular within the Maltese customers. The main limitations to this study were that restricted data was found when analyzing the financial annual reports. In addition, this research includes only interviews with the two main banks in Malta, mainly due to time limitations. This dissertation presents original research for automation of services in the Maltese banking system. This research can be used by both existent banks operating in Malta and others who are interested in opening a branch in Malta.