Evaluation of digital banking services in pandemic periods terms of HRM

Digital technologies facilitate people's access to goods and services by overcoming barriers in all areas of life. It shows its effect especially in negative situations affecting the whole society such as natural disasters, war and pandemics, where living conditions get worse. The Covid-19 Pandemic, which started to be seen all over the world in 2019, has once again revealed the life-saving role of digital technologies. In this pandemic period, people's shopping habits, commercial activities, basic services such as health and education have been moved to the internet more and faster, and they have been tried to be carried out online and offline. Although some of the banking activities were already digitalized in previous years, it started to increase rapidly with different services in this period. In this study, banking transactions between the pre-pandemic period of 2019-2020 and the pandemic period of 2020-2021 are given comparatively in a bank in Yozgat Province. The number of sequential transactions, which facilitate the execution of the bank's activities and are evaluated as numerical data, the number of ATM transactions, the number of box office transactions and hybrid (with remote video call) account opening data were compared. As a result of the comparison, it was determined that the number of face-to-face transactions within the bank decreased by approximately 5 times, a two-fold increase was observed in internet banking and telephone banking, while online video banking transactions were never seen before the pandemic, and were realized at a large rate with 1 million 400 thousand transactions during the pandemic period. . In this thesis, it is aimed to determine the rate of use of digital technologies by banking services and to what extent customers prefer which ones. In the study, it is thought that digital banking services and HRM processes will be evaluated together, and it will shed light on situations such as increasing employee performance in terms of future vision, determining the measurement criteria and career plan of the artificial intelligence used. Since the pandemic has just begun to be seen at the time of the study's preparation, no study has been found in this area. For this reason, it is thought that the study creates originality.