Abstract:
This study investigates the impact of Technology Adoption on Banking performance,
with Operational Excellence serving as a mediating variable, in the Batticaloa region.
The research specifically examines five independent variables: Digital Banking
Services, core Banking System upgrades, cybersecurity Measures, Artificial
Intelligence & Automation, and Blockchain & Fintech Collaboration. These variables
are analyzed in relation to the dependent variable, Banking Performance, and the
mediating variable, Operational Excellence. Data were collected through a structured
questionnaire administered to 205 bank employees in the Batticaloa region. The data
analysis was conducted using descriptive statistics, correlation analysis, and simple
linear regression.
The findings indicate a positive relationship between Technology Adoption and
Banking Performance, as well as between Technology Adoption and Operational
Excellence. Atlditionally, a positive relationship was founcl between Operational
Excellence and Banking Performance. The results further reveal that Operational
Excellence mediates the relationship between Technology Adoption and Banking
Perfonnance. All dimensions measured demonstrated a strong positive correlation with
tsanking Performance. Moreover, the simple linear regression analysis confirmed that
Technology Adoption has a statistically significant impact on Banking performance
among bank employees in the Batticaloa region.
Keywords: Digital Banking Services, Core Banking System Upgrades, Cyberseqtrity
Measures, Artificial Intelligence & Automation, Blockchain & Fintech Collaboration.
Banking P erformance, Operational Excellence
