{"id":{"repo_id":"uiuc","oai_identifier":"oai:www.ideals.illinois.edu:2142/124518"},"canonical_url":"https://search.dev.ndltd.org/etd/uiuc/oai:www.ideals.illinois.edu:2142/124518","repository":{"repo_id":"uiuc","name":"University of Illinois - Urbana-Champaign","base_url":"https://www.ideals.illinois.edu/oai-pmh"},"display":{"title":"The impact of technology investment on financial service quality: Evidence from bank hirings","abstract":"Submission published under a 24 month embargo labeled 'U of I Access', the embargo will last until 2026-05-01","abstract_html":"Submission published under a 24 month embargo labeled 'U of I Access', the embargo will last until 2026-05-01","abstract_has_math":false,"creators":["Kim, Sydney Seulgi"],"institution":"University of Illinois at Urbana-Champaign","degree_name":"Ph.D.","degree_level":"Dissertation","degree_discipline":"Accountancy","degree_department":null,"school":null,"contributors":["Li, Laura","Chen, Clara","Zhu, Wei","Almeida, Heitor"],"advisors":[],"committee_chairs":[],"committee_members":[],"year":2024,"date_issued":"2024-05","date_published":"2024-05","updated_at":"2026-07-22T22:25:02Z","subjects":["Financial Service Quality","Human Capital","Technology"],"languages":["en","eng"],"rights":["Copyright 2024 Sydney Kim"],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":"https://hdl.handle.net/2142/124518","outbound_label":"Handle","outbound_source":"dc:identifier"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor","label":"Contributor","values":["Li, Laura","Chen, Clara","Zhu, Wei","Almeida, Heitor"]},{"key":"dc:creator","label":"Author","values":["Kim, Sydney Seulgi"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date","label":"Dc Date","values":["2024-05","2024-04-15"]},{"key":"dc:type","label":"Dc Type","values":["text"]},{"key":"thesis:degree_discipline","label":"Discipline","values":["Accountancy"]},{"key":"thesis:degree_level","label":"Degree Level","values":["Dissertation"]},{"key":"thesis:degree_name","label":"Degree Name","values":["Ph.D."]},{"key":"thesis:institution_name","label":"Thesis Institution Name","values":["University of Illinois at Urbana-Champaign"]}]},{"id":"subjects_keywords","label":"Subjects and Keywords","entries":[{"key":"dc:subject","label":"Dc Subject","values":["Financial Service Quality","Human Capital","Technology"]}]},{"id":"language_rights","label":"Language and Rights","entries":[{"key":"dc:language","label":"Dc Language","values":["en","eng"]},{"key":"dc:rights","label":"Dc Rights","values":["Copyright 2024 Sydney Kim"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier","label":"Identifier","values":["https://hdl.handle.net/2142/124518"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description","label":"Description","values":["Submission published under a 24 month embargo labeled 'U of I Access', the embargo will last until 2026-05-01","The student, Sydney Kim, accepted the attached license on 2024-04-11 at 13:17.","The student, Sydney Kim, submitted this Dissertation for approval on 2024-04-11 at 13:24.","This Dissertation was approved for publication on 2024-04-15 at 12:38.","DSpace SAF Submission Ingestion Package generated from Vireo submission #20364 on 2024-09-16 at 00:43:24","Utilizing a near-universe dataset on bank job postings, I examine whether banks’ human capital investment in technology impacts the quality of financial services. I find that higher investment in technology professionals is not associated with overall consumer satisfaction. However, further investigation reveals more complicated impacts from technology investment. While higher investment in technology specialists is significantly associated with an increase in service quality regarding loan application and loan service, but it is associated with a decrease in the service quality of loan collection, particularly when the bank has no branch presence in the local area. This evidence supports the proposition that investment in technology alone can increase financial service quality through building better information infrastructure and offering more convenient and standardized services. However, technology is inadequate when dealing with complex financial distress issues, particularly when not complemented by human service personnel. Overall, this study provides the first empirical evidence on the impact of technology investment on financial service quality through the lens of human capital investment."]},{"key":"dc:format","label":"Dc Format","values":["application/pdf"]},{"key":"dc:title","label":"Title","values":["The impact of technology investment on financial service quality: Evidence from bank hirings"]}]}],"canonical_facts":{"dc:contributor":["Li, Laura","Chen, Clara","Zhu, Wei","Almeida, Heitor"],"dc:creator":["Kim, Sydney Seulgi"],"dc:date":["2024-05","2024-04-15"],"dc:description":["Submission published under a 24 month embargo labeled 'U of I Access', the embargo will last until 2026-05-01","The student, Sydney Kim, accepted the attached license on 2024-04-11 at 13:17.","The student, Sydney Kim, submitted this Dissertation for approval on 2024-04-11 at 13:24.","This Dissertation was approved for publication on 2024-04-15 at 12:38.","DSpace SAF Submission Ingestion Package generated from Vireo submission #20364 on 2024-09-16 at 00:43:24","Utilizing a near-universe dataset on bank job postings, I examine whether banks’ human capital investment in technology impacts the quality of financial services. I find that higher investment in technology professionals is not associated with overall consumer satisfaction. However, further investigation reveals more complicated impacts from technology investment. While higher investment in technology specialists is significantly associated with an increase in service quality regarding loan application and loan service, but it is associated with a decrease in the service quality of loan collection, particularly when the bank has no branch presence in the local area. This evidence supports the proposition that investment in technology alone can increase financial service quality through building better information infrastructure and offering more convenient and standardized services. However, technology is inadequate when dealing with complex financial distress issues, particularly when not complemented by human service personnel. Overall, this study provides the first empirical evidence on the impact of technology investment on financial service quality through the lens of human capital investment."],"dc:format":["application/pdf"],"dc:identifier":["https://hdl.handle.net/2142/124518"],"dc:language":["en","eng"],"dc:rights":["Copyright 2024 Sydney Kim"],"dc:subject":["Financial Service Quality","Human Capital","Technology"],"dc:title":["The impact of technology investment on financial service quality: Evidence from bank hirings"],"dc:type":["text"],"thesis:degree_discipline":["Accountancy"],"thesis:degree_level":["Dissertation"],"thesis:degree_name":["Ph.D."],"thesis:institution_name":["University of Illinois at Urbana-Champaign"]},"updated_at":"2026-07-22T22:25:02Z"}