Review article

DIGITALISATION OF BUSINESS PROCESSES IN THE BIH BANKING INDUSTRY – OPPORTUNITIES OR THREATS?

Adem Abdić orcid.org/0000-0002-3675-2883 *
Ademir Abdić orcid.org/0000-0002-9635-457X
Adnan Rovčanin
Fahir Kanlić

* Corresponding author.

Abstract

The adoption of digital technologies during the COVID-19 pandemic was crucial for the
survival of many financial institutions and companies in the market. In March 2021, the
European Commission proposed a pathway to the Digital Decade based on the Digital
Compass 2030 policy program, essentially a plan for achieving the digital transformation of
the European Union's (EU) economy and society. Simultaneously, the development of
financial and technological innovations in the banking industry over recent years has
supported the emergence of new business models, strategies, processes, products, and
applications. The primary aim of this paper is to present digital technologies, with a secondary
goal to investigate and analyze the state and perspectives of digital technology application in
the banking sector of Bosnia and Herzegovina (BiH). Primary data were collected through a
structured survey questionnaire, targeting all banks operating in BiH as of September 2023.
Survey results indicate that the majority of surveyed banks use at least one digital technology, with an evident difference in the usage of individual technologies. More than half of the
surveyed banks use robotic process automation, while two-thirds of them use digital
technologies in payment services.

Keywords

digital transformation of banks, business processes, BiH, survey questionnaire

Hrčak ID:

336267

URI

https://hrcak.srce.hr/336267

Publication date:

6.10.2025.

Article data in other languages: croatian

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