Intelligent Technology Solutions and Banking Efficiency: The Impacts of Institutional Innovation and Consumer Participation

Abstract

Intelligent technology solutions have revolutionized banking and enhanced the overall efficiency of financial institutions worldwide. As banks endeavor to evolve into comprehensive financial service hubs, this study examines the impact of intelligent technology solutions on the efficiency of a sample of Chinese banks and analyzes efficiency trends over time based on two vectors affecting intelligent technology (enterprise-side innovation and consumer-side co-creation). The study builds upon the parameter non-frontier method (ACF) to measure efficiency and examines intelligent technology solutions and channel usage in China from 2007 to 2017. The results indicate that intelligent innovation and consumer co-creation within intelligent channels both have significant positive impacts on banking efficiency. Moreover, these impacts have gradually surpassed traditional banking innovations and consumer participation in traditional self-service channels. In some ways, consumer participation’s positive impact on banking efficiency is even greater than banks’ institutional innovation. Notably, the relative influence of intelligent innovation and consumer participation on bank efficiency has shifted, and customer participation now occupies a more important position. Based on these findings, banks would be well advised to develop intelligent technology solutions along two paths: enhancing institutional technology and supporting consumer participation.