The impact of financial innovation on the operational efficiency of banks: An empirical study on commercial banks in Turkey

The overall objective of this research is to study the impact of financial innovation on the operational efficiency of commercial banks in Turkey. The study included employees of Kuveyttürk Bank and QNB Bank, where a sample of 370 respondents was taken, and questionnaires were then distributed to all permanent employees in the head offices and branches of the banks under study to explore their opinions on the impact of banking innovations on the performance of commercial banks. Demographic analyses of the respondents' age, gender, educational qualification, job experience, and place of work were applied, as well as Cronbach's alpha analysis, which proved that the study tool has a high degree of stability and therefore the questionnaire can be relied upon to conduct the necessary analyses. In addition, descriptive analyses of the sample members' answers about the role of innovation through mobile banking, internet banking, and ATMs in enhancing operational efficiency showed that the majority of the sample members' answers fall within the scope of agreement, i.e. there is a role for financial innovation in enhancing the operational efficiency of banks, which is the focus of the study. An analysis of variance was also conducted, which proved the existence of statistically significant differences at the 5% level for the variables of gender and age with regard to financial innovation and its role in enhancing operational efficiency, in the event that the results did not show statistically significant differences between the individuals of the study sample with regard to the variable of academic qualification with regard to financial innovation and its relationship to operational efficiency.