Stress Testing Banks’ Digital Capabilities: Evidence from the COVID-19 Pandemic
研究了银行信息技术能力如何影响其在COVID-19疫情期间的服务转型，发现IT能力强的银行物理网点访问量下降更多、网站流量增加更多，并能发放更多小企业贷款、吸引更多存款和获得更好客户评价。
Abstract Banks’ information technology (IT) capabilities affect their ability to serve customers during the COVID-19 pandemic, which generates an unexpected and unprecedented shock that shifts banking services from in-person to digital. Amid mobility restrictions, banks with better IT experience larger reductions in physical branch visits and larger increases in website traffic, implying a larger shift to digital banking. Stronger IT banks are able to originate more Paycheck Protection Program loans to small business borrowers, especially in areas with more severe COVID-19 outbreaks, higher internet use, and higher bank competition. Those banks also attract more deposit flows and receive better mobile customer reviews during the pandemic.