Investigating the COVID-19 Impact in the Mauritius Banking Sector

This report investigates the impact of the COVID-19 pandemic on the Mauritius banking sector, focusing on a private bank's operational effectiveness and financial performance. The study examines the challenges faced, including decreased productivity, customer confidence, and employment issues. The research employs a quantitative approach, collecting both primary and secondary data from bank managers to analyze their perspectives on the pandemic's influence on work-life balance, loan disbursement, and the adoption of technological strategies. The report highlights the impact of the pandemic on the banking sector, analyzes the challenges faced by the private banks, and offers recommendations for improving working effectiveness and employee performance. The findings show the trend of the private bank in Mauritius and how COVID-19 influences it. It also covers the challenges faced by the bank and suggests ways to improve working effectiveness.

The impact of COVID-19 in the Mauritius Banking
sector

Abstract
The pandemic affects the entire business in opposite manner whether it is retail, bank and hospitality industry. In the same
way, the present research topic also helps to examine the impact of Covid-19 upon the business performance of banks within
Mauritius. Through the secondary research, scholar identified that the overall working environment is negative impacted such that
decrease in productivity, quality of work and lose customer confidence. On the other side, most of the branches were shut down during
lockdown because if financial crisis and this in turn affect the employment as well. The entire research is based upon quantitative in
which both primary and secondary data collection methods chosen that helps to generate valid outcome. Such that 100 managers were
chosen from the Mauritius banking industry in order to examine their views with regards to chosen topic. Through findings it is
analyzed more than 50% of selected participants are strongly agreed that there is a drastic change in the working environment and this
in turn causes direct impact upon work-life balance of employees too. Also, to minimize such banks also uses many strategies and
tries to comply with advance technology in order to improve the impact due to Covid-19.

Acknowledgment
I would like to thank University who provide me an opportunity to complete the dissertation pertaining to this topic.
I would also share my gratitude towards my teachers who always ready to solve my query and provide right direction that helps me to
complete the project.
Next, I thank my parents who support me economically and non-economically which in turn assist me to complete the project.
Last but not the least I thanks my friends who are always ready to help me in any way and without their support I am not able to
complete the same.

Table of Contents
CHAPTER 1: INTRODUCTION................................................................................................................................................................7
1.1 Introduction........................................................................................................................................................................................7
1.2 Background of the study....................................................................................................................................................................8
1.3 Problem Definition............................................................................................................................................................................8
1.4 Aim and Objectives...........................................................................................................................................................................9
1.5 Research Questions............................................................................................................................................................................9
1.6 Significance of the study.................................................................................................................................................................12
1.8 Proposed hypotheses........................................................................................................................................................................13
1.9 Outline of chapter............................................................................................................................................................................13
1.10 Conclusion.....................................................................................................................................................................................15
CHAPTER 2: LITERATURE REVIEW...................................................................................................................................................16
2.1 Introduction......................................................................................................................................................................................16
2.2 Trend of Mauritius Bank.................................................................................................................................................................16
2.3 How COVID- 19 influence the banking sector of Mauritius..........................................................................................................18
2.4 Challenges face by the Mauritius banking sector while minimize the negative impact of COVID – 19........................................20
2.5 Conclusion.......................................................................................................................................................................................22

CHAPTER 3: RESEARCH METHODOLOGY.......................................................................................................................................24
3.1 Introduction......................................................................................................................................................................................24
3.2 Research Philosophy........................................................................................................................................................................24
3.3 Research strategy.............................................................................................................................................................................24
3.4 Research methods............................................................................................................................................................................25
3.5 Research Objectives.........................................................................................................................................................................25
3.6 Research Questions..........................................................................................................................................................................25
3.7 Target population.............................................................................................................................................................................26
3.8 Sample frame and sample strategy..................................................................................................................................................26
3.9 Design of instrument........................................................................................................................................................................27
3.10 Pilot testing....................................................................................................................................................................................27
3.11 Validity and Reliability Test..........................................................................................................................................................27
3.12 Proposed Hypotheses.....................................................................................................................................................................28
3.13 Proposed Tests...............................................................................................................................................................................28
3.14 Conclusion.....................................................................................................................................................................................28
CHAPTER 4: DATA ANALYSIS............................................................................................................................................................29
CHAPTER 5: DISCUSSION....................................................................................................................................................................66
5.1 Introduction......................................................................................................................................................................................66

5.2 Findings from literature review.......................................................................................................................................................66
5.3 Findings from study.........................................................................................................................................................................67
5.4 Research questions...........................................................................................................................................................................68
CHAPTER 6: CONCLUSION AND RECOMMENDATIONS...............................................................................................................69
Conclusion.............................................................................................................................................................................................69
Recommendations..................................................................................................................................................................................70
REFERENCES..........................................................................................................................................................................................72
APPENDIX................................................................................................................................................................................................75

Topic: Impact of COVID 19 in a Private Bank of Mauritius
CHAPTER 1: INTRODUCTION
1.1 Introduction
Covid-19 is the infectious disease caused by the most recently discovered Corona virus. This new virus and disease were unknown
before the outbreak began in Wuhan, China, in December 2019. Covid-19 is now a pandemic affecting many countries globally.
COVID- 19 affects the entire world in opposite manner such as most of the business shut down because of unstable financial
condition while many companies fired their employees because they are not able to pay their workers. In the same way, banking sector
is also affected by the Covid-19 because the economy of the Mauritius is not stable and this in turn affect the overall condition of the
bank with regards to loan and interest. Similarly, the current study main purpose is to analyze the impact of Covid-19 in a private bank
in Mauritius in terms of its internal procedures primarily in terms granting loans to a particularly sector, downsizing in terms of staff
mostly those who are under specific contract terms and also early retirement scheme re-launched and Moratorium granted by Bank of
Mauritius etc. In the present study, a private bank is chosen because the pandemic impact all the organization effectiveness services
sector in multiple ways such since the banks are not well preparing for the lockdown and this in turn affect the operations in negative
manner. Along with this, the customers are also affected due to lockdown situation, while economy of entire world is suddenly
slowing down which affect the organizational effectiveness of bank.
The current dissertation will assist to determine the ways through which the bank may improve its operation effectiveness due
to pandemic time and secondary data is also used that assist to determine the gap in respect to topic. Also, with the help of correct
research methods, investigator also accomplish the results which in turn leads to meet the define aim and objective of a study.

1.2 Background of the study
The respective research is based upon the Covid-19 and its impact in a private bank in Mauritius. Note: The company chosen not
to disclose the name or any brand that will identify the company. With the help of the present study, scholar gain knowledge and
determine the areas through which the pandemic affect some particular segment in the bank in an opposite manner whether it is in
terms internal processes, internal procedure in terms of loan disbursement, risk of the company, regulatory framework, moratorium
granted by Bank of Mauritius, early retirement scheme & staff under contractual basis etc. This pandemic time affect the financial
institution’s operation because of facing issue related to the economic condition of a world. As the Mauritius banking industry
comprises of 20 banks in which 5 are local banks, 9 are foreign owned subsidiaries, 1 is a joint venture, 4 are branches of foreign
banks and 1 is licensed as a private bank. Hence, the banking industry of Mauritius closely monitoring the economic impact of Covid-
19 and also try to develop strategy in order to minimize the issue up to some level.
As a result, with such a small sector, Mauritius banking sector affected by Covid-19 because due to sudden lockdown the
repayment of bank loan has been stopped for some time and this is somehow affect the organization effectiveness and the financial
performance of the company in negative manner. On the other side, there are so many people who have lost their job because of a
pandemic because companies do not have money to pay their staffs. Due to sudden change in the situation of an entire world, the
banks are not well preparing to cope up with the problem and issues identified during Covid-19 and this in turn, decrease competition
and banks only develop the recovery packages to response the customer issue. So, with the help of current dissertation, scholar will
also analyze the challenges which a private banking bank faces during pandemic time and then offer the ways which assist an industry
to minimize the issue and again back on previous one.
1.3 Problem Definition
While conducting the study, there are many problems which a researcher faces such lack of effective resources. As the pandemic
start in 2020 and that is why, the data is not available in the Internet and most of the banks do not show their issues and this in turn
affect the results outcome in negative manner. On the other side, the pandemic affect entire world’s economy in such a manner that it

took enough time to recover the same. Apart from this, researcher also faces problem with regards to time management because there
are so many areas within the bank that affect the results in adverse manner. Moreover, investigator also face issue related to under
experience team mates due to whom they are facing challenges in terms of gathering information for generating the best outcome in
successful manner.
1.4 Aim and Objectives
Aim: The aim of the study is “To investigate the impact of Covid-19 in the effectiveness of a private bank in Mauritius: A study in a
private bank in Mauritius”
Objectives:
 To understand the trend of the private bank in Mauritius.
 To analyze how Covid-19 influence the private bank in Mauritius.
 To determine the challenges, face by the private bank while minimize the negative impact of Covid-19.
 To recommend the solutions through which the private bank improve its working effectiveness.
1.5 Research Questions
 What is the trend of the private banking Mauritius?
 How Covid-19 influences the private banking Mauritius?
 What are the challenges face by the private bank in Mauritius while minimize the negative impact of Covid-19?
 What are the ways through which the private bank can improve its working effectiveness and employee’s performance?

Impact on Mauritian banking sector
The COVID- 19 pandemic has severely influenced the key internal procedure of the Mauritian banking sector. Downsizing i.e.,
staff who in turn are under contractual basis are in turn considered to be at a greater risk. This eventually effects the employment
opportunities for the individual and hamper their day to day living. COVID 19 has imposed high degree of greater risk on the
operational effectiveness and employee’s performance of the company. It hampers the way Mauritian banking industry works.
There seems to be high degree of effect related with the COVID-19 pandemic upon the credit agreements. Moratorium which has
been granted by Bank of Mauritius is another major impact of COVID- 19.
Impact in Mauritian context
The government of Mauritius has effectively responded to the impact of COVID- 19 and has taken stringent action in order to
reduce the number of cases. The banking sector and the Mauritian economy has been severely impacted because of COVID- 19 which
leads to unemployment.
Current situation
The Mauritian bank focuses on taking relevant COVID-19 support measures in order to support the business and Mauritian household
which has been impacted.

Influence
COVID-19 has severely impacted the working of the Mauritian bank because of unfavorable economy outcomes. The government
must take necessary measures to ensure sufficient liquidity is maintained. COVID-19 has also influenced the business performance.
Recommendation
One of the key measure taken by the Mauritian government is to effectively alleviate the key obligation associated with the
borrowing in relation to the COVID- 19 pandemic. Complying with the key legislation and act like borrower’s protection act, 2007 is
a relevant measure at the time of COVID- 19 pandemic.
Impact of a COVID- 19 pandemic on organization effectiveness
Journal 1: Economic impact of government interventions during the COVID-19 pandemic: International evidence from financial
markets.
The COVID- 19 has severe set of impact on the performance of the banking company because it leads to change in the
working procedure. It has led to work from home in order to protect individuals from the corona virus. It has also changed the attitude
of the person to work within the organization.
Journal 2: The Impact of the COVID-19 Pandemic on Firm Performance.
COVID-19 Pandemic has led to the maintenance of the work life balance. It has also led to unemployment which resulted in the
downsizing of the staff. This is because of the low profitability and sales of the company.

1.6 Significance of the study
As the research topic of the study is impact of Covid-19 in the private bank in Mauritius and by study on this topic will help the
researcher to analyze the results. The study also assists the private bank because it provides the ways through which negative impact
of Covid-19 may reduce and those strategies will be easily implemented in the bank as well. Beside this, other researcher or scholar
may also read the study and use the content in their own research when they conduct same study. Thus, it is analyzed that with the
help of a literature review conducted in a study, scholar examine the gap and also contribute their best in order to generate the best
outcomes as well.
1.7 Scope
The scope of the research study is significant because it helps in explaining it to the extent associated with the area of research
within the specific parameters. The scope on this research subject topic is very wide because limited research has been carried out
upon the specific subject matter. The researcher has wide degree of scope because it is the broad subject matter. Appropriate degree of
research is required upon the impact of Covid—19 in a private bank in Mauritius. This research will be highly beneficial to the health
care department of the Mauritius and can be used for the future investigation related with the subject matter. The researcher has also
carried out because of the own personal interest of the researcher. This will be beneficial for the investigator to gain conclusive set of
results and helps in broadening the knowledge related with the subject matter. Moreover, this research has also been carried out
because of the academic interest. This is significant in attainment of the better results and will helps in attaining the relevant answers
to the specific set of research questions. This research has been prominent in determining the challenges face by the private bank while
minimize the negative impact of Covid-19. Moreover, it also covers the relevant aspects of the study related with the recommending
solutions through which the private bank improves its Organisation effectiveness and its employee’s performance. This study helps in
generating relevant theories and gain viewpoints of the various authors and researchers.

1.8 Proposed hypotheses
Null Hypotheses: There is a relationship between Covid-19 and the organization effectiveness and employee’s performance in a
private bank in Mauritius.
1.9 Outline of chapter
Abstract
This section of the study is one of the key significant outline which helps in briefing down the whole summary of the specific project.
The abstract is useful because it helps in highlighting the key relevant points of the research. This part of the research dissertation
explains the key relevance of the project and explain why the specific work is crucial. This section of the research paper also states
what are the key conclusive points related with the research and how it helped in broadening the knowledge related with the research
study.
Introduction
This chapter of the study helps in simplifying the key problems which are linked with the specific research study. The introduction of
the study helps the reader helps in precisely understanding the key aim and objectives associated with the research. It helps in
examining why the research was particularly interested in the specific research topic and specifying the scope of the study. The
introduction chapter includes the background of the research which tells the key elements which are included within the research
study. It also helps in providing the rationale. The section of the study helps in formulating the research aim and object is and also
examines the research questions upon which the investigation will be carried out. The introduction chapter also helps in explaining the

research structure and help me determining whether this research will help in filling the gaps associated with the other studies related
with the subject matter.
Literature review: the literature review section is highly useful because it helps in uncovering the viewpoints of the various authors.
It is prominent in providing specific as well as the general context related with the existing knowledge of the research study. This
chapter is significant because it provides theoretical framework and model associated with the key themes of the study. This section is
prominent in finding the argumentative and supportive statements related with the research subject matter. The researcher of the study
is useful in providing appropriate degree of analysis associated with the data which has been already researched upon.
Methodology: The methodology section of the study If you say because it helps in explaining the process of the research and also is
significant in addressing the key issues related with the research philosophy. This section of the study helps in selecting the right type
of methodology which helps in attaining a relevant set of information to attain answers to the research question. This chapter also
helps in selecting the right set of sample size and implementing the appropriate set of data collection method. It helps in explaining the
clear reason why the specific methodology will help in solving the research problem and also provide detailed description associated
with the key components of the research methodology.
Data analysis, results and discussion: This chapter is of key relevant importance because it helps in analysing the key data which has
been gathered or collected. This includes the collection of primary set of data and evaluating the key relevant statistical numbers,
graphs and interpreting the results thereof. This chapter helps in orderly managing the massive volume of data which has been
gathered and affectively arrange the key tables of the data and figures in a systematic manner in order to analyse the relevant results.
This chapter helps in making cumulative, logical and simple way to collect the data.
Conclusion, Recommendation and suggestions for future study: This is the final chapter of the research read the news in that
affected the title and helps in attaining conclusive set of results related with the research. It helps in providing a clear summary and
overview of the findings associated with the research problem. This chapter helps in bringing together everything and provide clear set
of brief summary associated with the research topic.

1.10 Conclusion
The research study will be useful in gaining conclusive set of results upon the impact of COVID – 19 in the Mauritius banking sector.
Furthermore, the argumentative and supportive statements related with the research subject matter will be carried out in the literature
review section. Moreover, right methodology will be selected to find valid answers to all the questions of the research. Furthermore,
results and data analysis will be carried out to recommend the solutions through which banking sector improve its financial
performance. Moreover, all the data will be predicted and will be used to attain valid set of results and attain the aim and objectives
associated with the study.

CHAPTER 2: LITERATURE REVIEW
2.1 Introduction
Literature review is a summary of previous research on the topic and it enumerate and summarize the previous research. This
section, will shed a light upon the impact of banking performance due to Corona virus and issues face by the banks in order to develop
strategies related to COVID -19. The present section will help to determine the trend of Mauritius bank and determine how COVID-19
will affect the bank and employee’s performance. For that relevant books, articles are chosen which are published in last five years
that assist to meet the define aim and answer the research questions as well.
2.2 Trend of Mauritius Bank
In the view of Bhattacharya (2020) Mauritius has one of the most developed banking market in Sub Saharan Africa with
highest banking service penetration. Hence, the Mauritius banking sector comprises of 20 banks and all the banks are licensed by the
bank of Mauritius to carry out the banking locally and internationally. There are many offers offered by the banks to their customers in
order to provide easiness regarding to customer service. Also, the international banks are also offer a wide range of global banking and
financial service to corporate and private clients with an aim to provide the range the facilities to their customers. Gourinchas (2020)
also shared their views by using the theory of demand and supply. Such that due to COVID-19, the rate of the interest is higher and
that is why, customers are not spending the amount and as a result, consumer will reduce the quantity that they borrowed. Hence this
clearly reflected there is an inversely proportional relationship with the demand and supply rate of the theory. Like, once the demand
of the product increases, supply automatically decreases and vice versa.
According to Kharoubi and Dolle (2020) Central bank of Mauritius is also decided to keep the repo rate unchanged even after
the crisis of COVID-19. As a result, it is analyzed that Banks are think for their customer and implement their best in order to provide
best customer service. In the same way from 2018 onward, banks are trying to implement new digital techniques in their premises so
that all the transaction are perform online and this in turn leads to cop up with the challenge as well. Abdullahi, Gimi and Elijah

(2018) argued that there are many operations perform under banking sector such as customer service, transaction etc. After the
pandemic, the entire operations of the banking sector affected in negative manner such that companies have to set new guidelines in
order to maintain social distancing and as a result, budget is decided that somehow affect the financial performance of the company in
negative manner. So, it is clearly reflected that due to pandemic, operations are affected, banking sector also provide new facilities to
their customers in order to operate own account digitally so that it improve the customer service.
Secondary study clearly reveals that Mauritius has been remarkably successful in attaining rapid economic growth and the
country have a string financial sector and it is also dominated by the large domestic banking sector and it is also share its values to the
welfare of the economy. Such that banking sector also provide insurance facilities and pension to the aged people. So, due to crisis,
these operations are affected in negative manner because due to lockdown entire country is shut down except banks and kirana shops.
Beebeejaun (2020) also supported that due to COVID- 19, insurance marker increases because people invest in mediclaim and wants
to insured themselves so that their family do not affected due to this crisis. In addition to this, after the pandemic majority of banks in
Mauritius facing issues pertaining to losing their customers confidence due to cybersecurity and privacy risk. As a result, most of the
branches are closed that directly affect its profitability.
In the opinion of Barua and Barua (2021) COVID-19 has brought about a severe economic downturn that affect the lives of
million people in which labor market within Mauritius affected the most. The employment rate is also increases because most of the
employees were losses their job due to fluctuation in economy. This also affect the customer services within banking sector that cause
direct impact upon company’s profitability. Therefore, Bank of Mauritius perform close monitoring with bank’s operation and start
engaging actively with its key stakeholders. Safuan and Kurnia (2021) also argued that there is different crisis occurred within sector
with respect to regulators, customers and employees. In this, communication is also played a key part of effective crisis management
in banking sector due to coronavirus. So, for banks and capital market firms, it is considered an important aspect because trust and
reputation are integral to what banks offer to their clients.

Hence, this is clearly reflected that banking sector of Mauritius is wide and it provide range of facilities to their customers but
due to fluctuation in the economy of the country, entire banking sector got affected in negative manner. Also, banking sector faces
small risk that affect the entire performance of the business in negative manner and also all the operations of the baking sector are also
affected such that pension and insurance, customer service etc. In addition to this, Gerald, Obianuju and Chukwunonso (2020) explain
in their studies that most of the banking units are streamlining their operations because most of the units are not profitable and this in
turn increases the extra expenses for the company. That is why, after the pandemic most of the business units shut their branches and
expand in different areas. On the other side, during lockdown most of the customers facing issues pertaining to cybersecurity and
privacy risk that decreases the customer confidence. Hence banks in Mauritius faces issues with regards to losing customer confidence
level which affect the entire profitability within a business.
2.3 How COVID- 19 influence the banking sector of Mauritius
Prayagsing (2020) stated that COVID-19 affects the overall financial sector in negative manner such that it contributes to 12%
to the growth of total GDP and the country also occupied its second position in most developed financial sector especially in banking
sector. That is why, due to COVID- 19 both domestically and internationally banks of Mauritius are affected in the terms of
employment, bill payment etc. Such that more than 50% of the people uses digital services for bill payment, but due to pandemic,
people slows down their spending and that is why, it affects the overall business in negative manner. Hence, it is stated that banking
sector in Mauritius faces two major issue i.e. domestically it is highly reliant on large enterprise and individual cask banking i.e. SMEs
and e-payment. In the end of 2019, the financial sector is trying to grow in the digital era so that it helps the people in their online
transaction.
Rughoo and et.al., (2020) also explain that there was a first case in March but there are no deaths recorded since late April, but
government took lot of action in order to control the issue up to some level. But the economy of the country is hit due to this pandemic

and even authorities are also announced plans to increase general public health spending by 1.3 billion. Another impact created by
COVID-19 i.e. Bank of Mauritius reduce the key Repo Rate from 3.35 to 2.85% which is further followed by the further reduction. On
the other side, Bhattacharya (2020) also reflected that the bank also adopted the set of measures which focused on economic operator
that further create a direct impact by COVID- 19 i.e. include the cash reserve ratio from 9 to 8% and commercial banks also provide a
moratorium of 6 months on capital repayment for existing loans (Mauritius: Coronavirus (COVID-19) impact on financial
institutions, 2021).
Apart from this, Seetharaman (2020) share their views by stating that the overall employee working environment within
banking industry got affected in negative manner. As a result, company’s quality of work got affected in opposite manner because
banks offered work from facilities to many employees and this in turn cause adverse impact upon business performance. Along with
this, team performance of the company is also directly impacted in adverse manner, this is so because after lockdown, interaction
between employees decreases and as a result they start performing work individually. This in turn causes opposite impact upon the
business performance as well as employee’s productivity that cause adverse impact upon the business performance. Therefore, it is
clearly reflected that not only financial performance of the company affected but it also causes worker’s life as most of them have
mental issues due to work related stress.
According to Qiu and et.al., (2021) some of the banks were shut down and due to less flow of liquidity, it supplied less than
one third of a credit needed by small and large business. This reflect that there is a slowdown in the banking performance. Therefore,
on 15 May, 2020 Government of Mauritius enacted the COVID-19 Act 2020 in which number of existing laws were amended, and
this in turn lead to financial distress as well. This includes banks have to wind up, if they failed to repay the debts so that customers
did not invest their amount in such financial institutions. Azarova and Mier (2021) contradict that due to lockdown, bank start
implementing digital marketing tool in order to let people aware about new changes in their operations. As a result, customers
responded positively that helps to enhance the brand, also majority of them become cashless, as they used different application to
transfer the cash and operate different banking facilities.

Babubudjnauth (2020) also stated that due to this pandemic time, the banking performance of the country is affected in
negative manner whether it is related to the assets quality, profitability and foreign currency liquidity. As a result, there is a high
government debt that reduce the capacity to introduce the new policies against the backdrop and political uncertainty. Though there
are many policies are implemented by the banking sector in order to improve the operations in better manner. Hence, this political
uncertainty due to COVID- 19 also creates issue such that lower business generation and credit growth and rising the asset risk from
higher number of potential non- performing loans. Ramesh and et.al., (2020) further argued that branch operations are affected highly
due to this pandemic because it provides proper guidelines related to social distancing to their customers. Such that guidelines clearly
reflected that they handle essential customers so that it will not affect their working environment.
Mooneeram-Chadee (2020) also share their views and suggested that due to the pandemic era, ATM operations of the banking
sector within Mauritius are also affected. Such that only digital transactions are performing in well manner but banks faces issue due
to reload the cash within ATM. These are external operations that affect the results of banking sector, but on the other side, there are
some internal issues of banking sector due to COVID- 19 and this cause direct impact upon the financial performance of the sector.
Such that most of the employees have to loss their job due to slow sales and decline profit because it is continuously spread in all over
the world (Gourinchas, 2020). As banking industry are directly link with the economy of the country and that is why, in order to
improve the condition, most of the banks are already starting to encourage the remote working of some employees.
2.4 Challenges face by the Mauritius banking sector while minimize the negative impact of COVID – 19
The pandemic affects the entire working environment of banking sector of Mauritius in negative manner. That is why, there
are many challenges which sector faces like reduction in the workforce productivity. Lerner and et.al., (2020) supported the same by
stating that Covid-19 affects the normal live and this in turn reduce the revenue pressure and lower down the productivity of a
company. Apart from this, banking sector has to deal with new laws and regulation that might affect the working environment of a
companies. It is so because government changes their existing policies due to Covid-19 and it is essential for the sector to adhere with
such for smooth functioning. Along with this, there are many business operations that affected in negative manner due to pandemic

such that ATM, branch operations, employee's compensation etc that direct causes opposite impact upon the employee performance.
Hence, banking sector of Mauritius faces issues while minimizing the negative impact of Covid-19.
Ramesh and et.al., (2020) share their views by stating that change in the working attitude of employees is another and one of
the biggest challenge that banking sector faces. As a result, quality of work is decreases due to sudden change in the working
procedure i.e. most of the banks offers work from home facility to their employees and that is why, employees do not concentrate
efficiently. On the other side, Rughoo and et.al., (2020) also argued that due to change in the working attitude of an employee, the
morale and motivation got affected towards the working activities. Along with this, the team performance of a company is degraded
and also the productivity level decreases that also considered another challenge for the Mauritius banking sector. In addition to this,
employee enjoyed a positive momentum during pandemic and even company also offer different range of facilities to their workers so
that they do not got affected in adverse manner. But this in turn somehow affect the overall performance of an employee in opposite
manner because many of them start taking advantage of such facilities.
According to Oldekop and et.al., (2020) banks provide many opportunities to their employees such that flexibility, work from
home option but this in turn affect the overall working status of a company in opposite manner. Such that it provides long working
hours that affect the work life balance of an employees in adverse manner which somehow leads to dissatisfied the employees. In
addition to this, it also increases the overall mental issues among them that provoke to leave the financial institutions. Thus it is clearly
reflected that due to change in working environment within financial banking sector, overall process within a banks got affected in
negative manner and this in turn leads to change the performance level of a firm as well.
In addition to this, the employee effectiveness of banking sector of Mauritius is also affected after Covid-19. This is clearly
reflected that the sector affected at its worst and most of the monetary and non-monetary benefits are suddenly closed by the banking
industry because they do not have enough balance. Sun and Wah (2020) share their views by stating that there is an adverse effect on
the employee performance and organizational effectiveness because most of the operations were disclosed due to not providing any

profits. As a result, entire working process of banking sector got affected in negative manner that leads to affect the brand image of a
company. Chevallier (2020) also argued that due to not having any experts in the business operations, banking sector do not easily
make decision to minimize the negative impact of Covid-19. That is why, companies are not able to measure the performance of an
employees and this somehow affect the productivity level as well. Moreover, the rapid technological development also begun that
may replace many employees and secondary research also shows that around 50000 employees were replaced by machines. As,
workers are considered the key pillar of an organization and thus the success of a firm is also depending upon their performance only.
Brem, Viardot and Nylund (2021) emphasized that focusing upon digital banking only is considered another challenge for the
banking industry, because there are many banks which do not use digital banking system pre COVID-19. With respect to this, bank
have tripled their digital interactions with customers during period. For that, they have to hire experts so that they meet the customer
need and offer best customer service as well. This shows that it banks have been compelled to adapt quickly during pandemic, both
internally as well as for their customers (COVID-19- The challenges and opportunities facing the banking industry, 2020). That is
why, their main focus is to keep enhancing their operations in order to increase digital interactions so that the systems are stable and
reliable. In the opinion of Goodell (2020) uncertainty and constant evolution focused banks to make fast decision and adapt quickly
because the need of customer as well as market keep fluctuating. Therefore, it is necessary to adhere the changes in order to improve
business operations.
Apart from this, banking sector of Mauritius also faces issue with regards to sudden change work life balance of employees.
Musango, Nundoochan and Kirigia (2020) also supported by stating that due to heavy work pressure, most of the employees stay
workplace for long term and this in turn leads to affect the negative impact upon employee satisfaction and as a result overall
performance got affected. In addition to this, it may lead to increase the turnover rates because most of the employees are not
comfortable and due to decrease in financial status, most of the banks fire their employees that in turn affect the overall brand image in
opposite manner. Hence it is clearly reflected that there are many challenges which a firm face that in turn cause opposite impact upon
overall performance of a company that affect the brand image of a business.

2.5 Conclusion
By summing up above it is concluded that trend of Banking sector of Mauritius was strong before pandemic because there are
20 banks are coming under the banking sector including domestic and international. But after the COVID-19, it is concluded that there
is a direct impact upon financial performance of the companies which leads to affect the result in negative manner. Such that there is a
huge loss of employment because most of the employees are fired as banks do not have money to pay and interest rate is also high as a
result, customers are not spending their amount, rather than investing upon properties. Thus, banks are tried to implement new
changes in order to fight against this pandemic and this in turn leads to create a positive impact upon the business. As customers are
keep spending the time in crowded public areas and that is why, specific guidelines are specified in order to change the traditional
banking habits.
In addition to this, the outbreak of the COVID-19 tends to have wide degree of impact on the banking sector of the Mauritius.
One of the biggest challenge is banking sector changing attitude of employees because of not having any revenue pressure from senior
authority. The financial institution has been facing issue of changing work-life balance and low productivity that decreases the morale
of employees. The economic turbulence tends to cause wide degree of challenge on the financial and banking sector. Another key
major challenge which has been faced by the banking sector lower down the production level of a company and this causes direct
affect the performance of a business in term of financial and non-financial. As a result, it leads to the decrease in the overall
profitability and net income.

CHAPTER 3: RESEARCH METHODOLOGY
3.1 Introduction
Research Methodology (RM) is the specific procedure that is used to identify and select the process in order to analyze the
information with regards to specific topic. Through this section, scholar critically evaluate the study’s overall validity and reliability.
There are many key aspects used by the scholar in order to meet the define aim which are as mention below:
3.2 Research Philosophy
It is the belief about the way in which phenomenon gather, analyzed and used in order to meet the define aim. There are four
types of research philosophy such that exploratory, and descriptive. Through research philosophy, scholar enhance the ability to solve
the problem and writing skills which in turn improve the results and generate outcome as well (Dodds and Hess, 2020). That is why, it
plays a crucial role in the success of any research. Hence, the entire study is based upon quantitative study and that is why, the
selected philosophy run upon facts and data in order to get knowledge and meet the define aim. The researcher of the study will opt
for exploratory method helps in exploring the problem of the research in- depth. It is useful in determining the research priorities.
3.3 Research strategy
There are three types of research such that qualitative which involves collecting and analyzing only non-numerical data in
order to understand the concept and opinions. Next is quantitative research which helps to analyze the numerical data in order to
determine the pattern or causal relationship between variables (Mohajan, 2018). Last is Mixed research which is a mixture of both
research and also integrate the data during data collection.
Among all, quantitative research type has been selected by the scholar that helps to enabling more generalization of results. In
addition to this, through the chosen type, scholar considered numerical data that helps to provide accurate results and this in turn leads
to generate the valid outcomes as well. That is why, with the help of quantitative study the relationship between both variables has

been identified through this. Using this research type, investigator also involves different variable such that labor relation, change
management and regulatory framework in order to determine the factor that affect the performance or satisfaction of employees.
3.4 Research methods
Research methods are considered to be as the key strategies and techniques which has been effectively used in the method of
the collection of key relevant information linked with the subject matter. The researcher of the study will opt for quantitative research
type. The scholar that helps to enabling more generalization of results (Ngozwana, 2018.). Using this research type, investigator also
involves different variable such that labor relation, change management and regulatory framework in order to determine the factor that
affect the performance or satisfaction of employees. Thus with the help of such research type, scholar meet the define aim and conduct
the study in proper manner.
From the above, it is analyzed that scholar uses quantitative research method because it is completely relying upon the
numbers and facts and that is why, to generate the best outcome, scholar adopted this method.
3.5 Research Objectives
 To understand the trend of Mauritius banking sector.
 To analyze how COVID- 19 influence the banking sector of Mauritius
 To determine the challenges, face by the Mauritius banking sector while minimize the negative impact of COVID – 19.
 To recommend the solutions through which banking sector improve its financial performance.
3.6 Research Questions
 What is the trend of Mauritius banking sector?

 How COVID- 19 influence the banking sector of Mauritius?
 What are the challenges face by the Mauritius banking sector while minimize the negative impact of COVID – 19?
 What are the ways through which banking sector improve its financial performance?
3.7 Target population
It is referred to as the total group of individual person where the sample has been drawn. The researcher of the study will target
manager of private bank in Mauritius. The population size is 1000 from which sample will be selected.
3.8 Sample frame and sample strategy
Sample frame is an effective source material which helps in drawing sample. Among all, simple random sampling has been
selected by the scholar in which 100 manager of private bank in Mauritius are selected in order to generate the best outcome. Through
this type, scholar easily selected the sampling and present accurate representation from the larger population and this in turn generate
the best outcome as well. That is why, by generating the views from the selected respondents, scholar tries to attain the define aim and
objectives along with answering the research questions as well.
Sampling is the process which is used in statistical analysis through which predetermined number of observation are taken
from the larger population (Ørngreen and Levinsen, 2017). With the help of sampling, scholar will ensure to generalize the findings
from research sample to the population as a whole. There are two types of sampling such that probabilistic sampling in which
researcher chooses sample from a large population by using a method that further based upon probability (Basias and Pollalis, 2018).
Another type is non-probabilistic through which sample are selected which is based upon non-random criteria and even every member
has a chance to being involves.

3.9 Design of instrument
The researcher of the study has significantly opted for the questionnaire where large number of questions will be set in
accordance to the research topic. It helps in measuring the behavior, opinion, preference and attitude of the person. The questionnaire
includes both open ended as well as closed ended measure to collect data. The questionnaire will include minimum of 10 questions in
association with the impact of COVID-19 in a private Bank in Mauritius. The questionnaire has been developed by the researcher
itself. In addition to this, scholar also uses likert scale in the questionnaire that assist to examine the overall views by considering each
variable. This in turn leads to generate the valid outcomes and also assist to answer the research questions as well.
3.10 Pilot testing
It is considered to be as the rehearsal of the research study and is useful in allowing others to effectively test the approach of
the research with small degree of test participants. The researcher of the study will use statistical package for the social science for the
test (Zangirolami-Raimundo, Echeimberg, and Leone, 2018). Apart from this, the scholar uses SPSS software in order to make valid
conclusion and generate the outcomes which signifies that aim and objectives are met. Hence, with the help of thematic data analysis
strategy, scholar determine the hypothesis which in turn determine the relationship between many variables and this in turn determine
the impact of factor that creates direct impact upon private bank in Mauritius due to Covid-19.
3.11 Validity and Reliability Test
Reliability is the concept which is used to evaluate the quality of a research and for the same, reliability test is conducted
through SPSS software. This will help to examine the reliability of primary research and if it falls under the standard criteria then it
will assist to generate the valid outcome. Further for secondary research, scholar uses latest articles and journals for literature review,
this in turn assist to generate reliable results and also answer the research questions as well. Hence, this both will proves the selected
data assist to provide valid results or not. In addition to this, scholar also uses copyright protected articles that helps to generate the
valid results that in turn leads to attain the defined aim and objectives.

3.12 Proposed Hypotheses
Null Hypotheses: There is no relationship between financial performance of Mauritius Banking sector within the changing working
attitude.
Alternative Hypotheses: There is a relationship between financial performance of Mauritius Banking sector within the changing
working attitude.
3.13 Proposed Tests
The researcher of the study has significantly opted for the hypothesis testing which is useful for the researcher to effectively
assess the key plausibility of the study regarding the sample data. Therefore, to determine the relationship and prove hypothesis,
Regression analysis will be used that in turn assist to examine the significant relationship between two variables and its overall impact
upon each other. In addition to this, scholar will also use one way anova as a tool by using SPSS software that assist to examine the
statistical difference among the mean of two groups and this in turn help to identify the direction of both variables.
3.14 Conclusion
By summing up above it has been concluded that in order to conduct the study in well manner, scholar uses quantitative study
because it is more reliable and valid as compared to others. Moreover, by considering both data collection method, researcher also
generate the best results which assist to examine the impact of Covid-19 in banking industry of Mauritius. Apart from this, by using
software, investigator also perform the results in effective manner that helps to attain the selected goals.

CHAPTER 4: DATA ANALYSIS
With the help of this section, scholar present the findings of selected respondents by using different graphs and tables. For the
same, investigator will also use different inferential tools in order to determine exact outcomes of the research. As the entire research
is based upon the quantitative study and that is why, scholar will use both thematic data analysis and statistical data analysis in order
to show the findings in presentable manner.
Reliability Test
Reliability Statistics
Cronbach's
Alpha
N of Items
.913 26
By using SPSS software, it has been interpreted that the reliability of the test is accurate as shown in the above table.
Therefore, the results presented by scholar clearly reflected that outcomes pertaining to the research topic.
Thematic data analysis
It is the method to analyze the qualitative data in which different themes will be designed in order to present the opinion of
selected respondents in proper manner. In this, graphs and tables are used that clearly analyze the views of all the participants which in
turn assist to analyze whether the defined aim is attained or not.
Theme 1: Gender
Responde
nts %
Male 72 72%
Femal 28 28%

e
Total 100 100%
Male Female Total
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
72%
28%
100%
Gender
Interpretation: In accordance with the above table it is interpreted that out of 100 respondents, 72 are male and rest of them are
female.
Theme 2: Working status
Responde
nts %
Part time 18 18%
Full time 65 65%
On contract
Basis 12 12%
On Yep 5 5%

Basis
Total 100 100%
Part time
Full time
On contract Basis
On Yep Basis
0 10 20 30 40 50 60 70
18
65
12
5
Working status
Interpretation: From the above table, it has been interpreted majority of the respondents are working full time in the banking sector
of Mauritius i.e. 65%. Whereas, out of 100% only 18% are work as a part time, while 12% of them are work on contract basis and
only 5% of them are work under Yep Scheme. Thus, it is reflected that most of the selected respondents are working as a full time
within industry.
Theme 3: Monthly income of the selected respondents
Responden
ts %

Between 10,500 to 18,000
MUR 34 34%
Between 18,000 to 35,000
MUR 37 37%
Between 35,000 to 50,000
MUR 27 27%
Above 50,000 MUR 2 2%
Total 100 100%
34
37
27 2
Monthly income
Between 10,500 to 18,000 MUR Between 18,000 to 35,000 MUR
Between 35,000 to 50,000 MUR Above 50,000 MUR
Interpretation: From the above table, it is interpreted that most of the manager’s monthly income is in between 18000 to 35000 MUR
because majority of them are full time employees. Whereas, only 34% of them earn in between 10500 to 18000 MUR, while 27 out of
100 respondents have a salary in between 350000 to 50000.

Theme 4: Banking units are streamlining their operations
Responden
ts %
Agree 46 46%
Strongly agree 38 38%
Neutral 8 8%
Disagree 6 6%
Strongly disagree 2 2%
Total 100 100%
46
38
8
6 2
Banking units are streamlining their operations by closing
unprofitable branches due to COVID-19
Agree Strongly agree Neutral Disagree Strongly disagree

Interpretation: Through the above graphs and table, it is analyzed that banks unit are streamlining their operations by closing their
unprofitable branches due to COvid-19. Such that out of 100%, 46% of them are agreed with the statement whereas, 38% of them are
strongly agreed and only 8% of them do not know anything about it. On the other side, 6% of them are disagreed, so it is reflected that
pandemic affect the entire working environment in negative manner and that is why, most of the unprofitable branches has been shut
down.
Theme 5: Banks are facing issues pertaining to loosing customer confidence due to cybersecurity and privacy risk
Responden
ts %
Agree 38 38%
Strongly agree 39 39%
Neutral 11 11%
Disagree 7 7%
Strongly disagree 2 2%
Total 100 100%

Agree Strongly agree Neutral Disagree Strongly disagree
0
5
10
15
20
25
30
35
40 38 39
11
7
2
Bank are facing issues in relation to loosing customer confidence due
to cybersecurity and privacy risk
Interpretation: As per the above graph and table, it is interpreted that most of the managers of banking industry are strongly agreed
that bank is facing issues with regards to loosing customer confidence due to privacy risk. Such that out of 100 employees, 39 of them
are strongly agreed, whereas 38 of them are agreed and only 11 respondents are do not know anything about it. On the other side, 7 of
them are disagreed which is clearly reflected that most of the customers lose their trust due to cybercrime.
Theme 6: Reduction in the workforce productivity
Responden
ts %
Agree 37 37%
Strongly agree 48 48%

Neutral 3 3%
Disagree 5 5%
Strongly disagree 7 7%
Total 100 100%
37%
48%
3%
5% 7%
Reduction in workforce productivity
Agree
Strongly agree
Neutral
Disagree
Strongly disagree
Interpretation: By conducting the primary research, it has been interpreted that 48% of the selected managers are strongly agreed that
there is a negative impact upon the banking sector and that is why there is a reduction in workforce productivity. Further 37% of them
are agreed and 7% of them are strongly disagreed with the same. Hence, due to Covid-19, the workforce of banking industry affected
in negative manner.
Theme 7: Decrease in quality of work due to changes in working procedure

Responde
nts %
Agree 36 36%
Strongly
agree 49 49%
Neutral 3 3%
Disagree 5 5%
Strongly
disagree 7 7%
Total 100 100%
Agree Strongly agree Neutral Disagree Strongly disagree
0
5
10
15
20
25
30
35
40
45
50
36
49
3 5 7
Decrease in quality of work due to changes in working procedure
(Work from home)

Interpretation: With the help of above table it has been interpreted that there is a change in working attitude of an employee, such
that 49% of the selected participants are strongly agreed whereas, 36% of them are agreed and only 5% of them are disagree. Thus, it
is also supported by Oldekop and et.al., (2020) that if banks allowed their employees to perform work from home facility then it
would affect their quality of work in negative manner. That is why, sudden change in working attitude affect their performance in
adverse manner.
Theme 8: Decrease in employee motivation and efforts towards working activities
Responden
ts %
Agree 38 38%
Strongly agree 49 49%
Neutral 7 7%
Disagree 3 3%
Strongly disagree 3 3%
Total 100 100%

38
49
7 3 3
Decrease in employee motivation and efforts towards working
activities
Agree Strongly agree Neutral Disagree Strongly disagree
Interpretation: With the help of the above diagram, it has been concluded that motivation level of an employee is affected in opposite
manner. Such that 49% of the selected participants are strongly and agreed and only 3% of them are do not agreed with the statement.
Therefore, it can be stated that due to COVID-19, there is a vast change in overall performance of a workers and as a result, there is a
decrease in employee motivation level which in turn affect the outcome in opposite manner.
Theme 9: Decrease in team comprehension and productivity
Responden
ts %
Agree 51 51%
Strongly agree 41 41%
Neutral 5 5%
Disagree 1 1%

Strongly disagree 2 2%
Total 100 100%
51%
41%
5% 1%2%
Decrease in team comprehension and productivity during lockdown
Agree Strongly agree Neutral Disagree Strongly disagree
Interpretation: As per the above chart, it is identified that due to lockdown there is a decrease in team performance and productivity
and that is why, more than half of the total samples are agreed with the same. Whereas, 2% of them are strongly disagreed, so it is
clearly reflected that due to change in overall working productivity, productivity of a banking industry affected in negative manner.
Theme 10: Long work hours adversely affected work life balance and employee satisfaction during COVID
Responden
ts %

Agree 47 47%
Strongly agree 43 43%
Neutral 4 4%
Disagree 5 5%
Strongly disagree 1 1%
Total 100 100%
Agree Strongly agree Neutral Disagree Strongly disagree
0
10
20
30
40
50
60
47
43
4 5 1
Long work hours adversely affected work life balance and employee
satisfaction during COVID
Interpretation: The above table clearly reflected that after lockdown majority of the employees (47) are stated yes, due to long
working hours, their work life balance affected the employee satisfaction in opposite manner. Whereas, 36% of them are strongly
agreed with the same, but only 3 of them are disagreed. Hence, it is analyzed that due to sudden change in the overall working
environment within banks, satisfaction level of an employee’s got affected.

Theme 11: Work-life imbalance occurs due to rise in mental health and work related stress
Responden
ts %
Agree 57 57%
Strongly agree 36 36%
Neutral 3 3%
Disagree 3 3%
Strongly disagree 1 1%
Total 100 100%
Agree
Strongly agree
Neutral
Disagree
Strongly disagree
0 10 20 30 40 50 60
57
36
3
3
1
Work-life imbalance occurs due to rise in mental health and work
related stress
Interpretation: In accordance with the above graph, it is clearly reflected more than 50% of the managers within banking industry are
agreed that their work-life balance affected which in turn causes mental health issues and work related stress. On the other side, 36%

of them are strongly agreed with the statement and only 3% are disagreed. Hence, it is clearly identified that employees work-life
balance got affected due to Covid-19.
Theme 12: Decrease in both customer confidence and consumption level
Responden
ts %
Agree 43 43%
Strongly agree 47 47%
Neutral 4 4%
Disagree 5 5%
Strongly disagree 1 1%
Total 100 100%

43%
47%
4% 5%1%
Decrease in both customer confidence and consumption level
Agree
Strongly agree
Neutral
Disagree
Strongly disagree
Interpretation: From the above, it is interpreted that 47% of the total respondents are strongly agreed with the statement i.e.
pandemic decreases the customer and confidence level within a banking industry. Whereas, 43% of them are agreed and only 5% are
disagreed. Hence, due to change in working environment most of the confidence lost their trust within a business and affect the entire
performance.
Theme 13: Reallocate resources thoughtfully based on business functions
Responden
ts %
Agree 65 65%
Strongly agree 27 27%
Neutral 5 5%
Disagree 2 2%

Strongly disagree 1 1%
Total 100 100%
Agree Strongly agree Neutral Disagree Strongly disagree
0
10
20
30
40
50
60
70 65
27
5 2 1
Reallocate resources thoughtfully based on business functions, the
workforce, partnership and key customers
Interpretation: Throughout the above, it is analyzed that banking industry reallocate the resources based upon business function,
workforce and that is why majority of the respondents are strongly agreed (65%). On the other side, 27% of them are agreed and only
2% are disagreed, but 5% do not know anything about the same.
Theme 14: Employee’s safety taken into consideration
Responden
ts %
Agree 64 64%
Strongly agree 26 26%

Neutral 6 6%
Disagree 3 3%
Strongly disagree 1 1%
Total 100 100%
64
26
6 3 1
Was employee’s safety taken into consideration. Was mitigated
measures opted to address issues relating to critical staff
Agree Strongly agree Neutral Disagree Strongly disagree
Interpretation: Yes, safety measures are taken within banking industry in Mauritius because 64% out of 100 selected respondents are
agreed, but on the other side, 3% of them are do not agreed with the same. Thus, it can be stated that mitigated measures opted to
address issues relating to critical staff during pandemic time.
Theme 15: Banking units start placing high emphasis on confidentiality
Responden %

ts
Agree 59 59%
Strongly agree 34 34%
Neutral 4 4%
Disagree 3 3%
Strongly disagree 1 1%
Total 100 100%
Agree Strongly agree Neutral Disagree Strongly disagree
0
10
20
30
40
50
60
70
59
34
4 3 1
B a n k i n g u n it s s t a r t p la c in g h i g h e mp h a s is o n
c o n f id e n t i a lity a s p e c ts fo r m in imi z in g r is k s p e r ta in i n g
t o c y b e r se c u r ity , p r i v a c y a n d fr a u d
Interpretation: Yes, banking units within Mauritius faces issue pertaining to cybercrime and that is why, majority of the respondents
are agreed that there are different measures has been taken related to confidentiality. But 4 out of 100 do not know anything about the
same and thus it helps to prevent the personal information of customers from the third party.
Theme 16: Disruption in supply chain aspects

Responden
ts %
Agree 50 50%
Strongly agree 38 38%
Neutral 9 9%
Disagree 1 1%
Strongly disagree 2 1%
Total 100 100%
50%
38%
9% 1%2%
Disruption in supply chain aspects
Agree
Strongly agree
Neutral
Disagree
Strongly disagree
Interpretation: Throughout the above table it is interpreted that 50% of the total sample size are agreed that Covid-19 affect the
supply chain within an industry, but 9% of them are do not state anything. On the flip side, 2% of the employees are strongly
disagreed, so it is reflected that there is change in the overall performance including the supply chain due to lockdown.

Theme 17: Bank faces issue pertaining to gathering enough information for make better decision
Responden
ts %
Agree 57 57%
Strongly agree 30 30%
Neutral 4 4%
Disagree 4 4%
Strongly disagree 5 5%
Total 100 100%
A g r e e
S t r o n g l y a g r e e
N e u t r a l
D i s a g r e e
S t r o n g l y
d i s a g r e e
57
30
4
4
5
F a cin g d ifficu lty in rela tion to g ath erin g en o u gh
info rma tio n for th e p u rp ose of d ecisio n mak in g

Interpretation: From the above table, it is interpreted that 57% managers are agreed that due to lockdown, banks do not gather
enough information so that they make better decision. Whereas, 30% of them are strongly agreed and 4% are do not state anything.
Therefore, it is analyzed that due to economic fluctuation. Banking industry faces many issues that affect the performance in adverse
manner.
Theme 19: Decreases performance due to reduction in loan allocation
Respondent
s %
Agree 58 58%
Strongly agree 31 31%
Neutral 6 6%
Disagree 2 2%
Strongly disagree 3 3%
Total 100 100%

Agree
Strongly agree
Neutral
Disagree
Strongly disagree
0 10 20 30 40 50 60
58
31
6
2
3
Decreases in banking firm’s profitability due to reduction in loan
allocation after COVID
Interpretation: By conducting primary research it is interpreted that 58% of the total respondents are agreed that performance of
banks in term of financial is affected due to reduction in loan allocation i.e. liquidity. Whereas, only 6% of them do not know anything
about the same, but 3% of them are strongly disagreed.
Theme 20: Decreases the performance due to change in laws and regulations
Respondent
s %
Agree 64 64%
Strongly agree 28 28%

Neutral 5 5%
Disagree 1 1%
Strongly disagree 2 2%
Total 100 100%
Agree Strongly agree Neutral Disagree Strongly disagree
0
10
20
30
40
50
60
70 64
28
5
1 2
D e c r e a s e i n w o r k in g p e r fo r ma n c e o f b a n k s d u e t o
c h a n g e s i n l a w s a n d r e g u la t io n a f te r p a n d e mi c
Interpretation: From the above, it identified that 64% of the total managers are agreed that performance of bank is affected due to
fluctuation in laws and regulation. Also, 28% of them are agreed and only 5% of them do not state anything. So it is analyzed that the
after pandemic, there are many laws in Mauritius changes and this in turn affect the financial performance of a banks.
Theme 21: Banks start using digital platform

Responde
nts %
Agree 45 45%
Strong
ly
agree 50 50%
Neutra
l 3 3%
Disagr
ee 1 1%
Strong
ly
disagr
ee 1 1%
Total 100 100%

45
50
31 1
Banks start using digital platform for providing better customer
service
Agree Strongly agree Neutral Disagree Strongly disagree
Interpretation: Yes, in order to run a bank during lockdown, majority of the banks start using digital platform in order to provide
better customer services and that is why, 50% of the selected respondents are strongly agreed. Whereas, only 1% of them are do not
agreed with the same. Hence to improve the customer service, banks starts using digital tools for payment and solve queries of their
customers.
Theme 22: Yes, a clear operating rhythms and governance measures implemented to support timely and effective decision-
making within banks
Responde
nts %
Agree 48 48%
Strong 35 35%

ly
agree
Neutra
l 9 9%
Disagr
ee 6 6%
Strong
ly
disagr
ee 2 2%
Total 100 100%
Agree
Strongly agree
Neutral
Disagree
Strongly disagree
0 10 20 30 40 50 60
48
35
9
6
2
Was a clear operating rhythms and governance measures
implemented to support timely and effective decision-making
Interpretation: In the term of effective strategy, majority of the respondents are agreed that banking industry implement measures in
order to support timely and effective decision making. Whereas, 9 of them do not know anything about the same but 6 managers are

disagreed from the statement. Hence, to cope up with the situation, there is a need to implement effective measures to raise the
performance.
Theme 23: Amended contingency plan effectively communicated to the employees in banking industry
Responde
nts %
Agree 51 51%
Strong
ly
agree 35 35%
Neutra
l 6 6%
Disagr
ee 4 4%
Strong
ly
disagr
ee 4 4%
Total 100 100%

Agree Strongly agree Neutral Disagree Strongly disagree
0
10
20
30
40
50
60
51
35
6 4 4
Was the new/amended contingency plan effectively communicated to
the employees
Interpretation: With the help of above table, it is interpreted that the implemented plans are effectively communicated with
employees and that is why, 51% of the total respondents are agreed, whereas 4% are disagreed. Therefore, due to Covid-19, banks in
Mauritius start implementing different changes which are communicated to their employees as well.
Theme 24: Internal control and procedures proactively updated
Responde
nts %
Agree 26 26%
Strong
ly
agree 30 30%
Neutra 8 8%

l
Disagr
ee 34 34%
Strong
ly
disagr
ee 2 2%
Total 100 100%
26
308
34
2
W a s th e in t e r n a l c o n tr o l a n d p r o c e d u r e s p r o a c t iv e l y
u p d a te d
Agree Strongly agree Neutral Disagree Strongly disagree
Interpretation: No, the internal control and procedures of a banks are do not updated after Covid-19 which is supported by
conducting primary research in which 34% of them are disagreed and only 26% of them are agreed. Therefore, it can be stated that
though there is a change in working performance of a banking industry but its internal procedures are not effectively updated.
Theme 25: Develop Kiosks system to reduce direct customer dealing

Responde
nts %
Agree 47 47%
Strong
ly
agree 46 46%
Neutra
l 4 4%
Disagr
ee 2 2%
Strong
ly
disagr
ee 1 1%
Total 100 100%

47
46
4 2
1
Develop Kiosks system to reduce direct customer dealing
Agree Strongly agree Neutral Disagree Strongly disagree
Interpretation: From the above table, it has been interpreted that Banking industry uses kiosk system in order to reduce direct
customer dealing. That is why, 47% of them are agreed with the statement while 46% of them are strongly agreed and only 4% of
them are did not state anything. Hence, with the help of advance technology, banks will do not face any issues with regards to
customer dealing.
Theme 26: Start collaborating with online application to improve performance
Responde
nts %
Agree 48 48%

Strong
ly
agree 45 45%
Neutra
l 4 4%
Disagr
ee 2 2%
Strong
ly
disagr
ee 1 1%
Total 100 100%
Agree Strongly agree Neutral Disagree Strongly disagree
0
5
10
15
20
25
30
35
40
45
50
48 45
4 2 1
Start collaborating with online application to improve performance

Interpretation: With the help of above table and graph it is interpreted that 48% of the total respondents are agreed that banks start
collaborating with online applications in order to improve performance. On the other side, 2% of them are do not agreed with the same
but 45% of them are strongly agreed. Therefore, it is reflected that by implementing advance technology, companies start improve
their financial performance.
Statistical analysis
With the help of this, scholar identify the pattern and trend of chosen topic and therefore, different tools will be implemented
that helps to examine the overall views of chosen participants.
Descriptive statistics
G
e
n
d
er
W
or
ki
ng
st
at
us
W
ha
t
is
m
o
nt
hl
y
in
co
m
e
?
H
o
w
lo
n
g
y
o
u
ar
e
w
or
ki
n
g
in
Ban
kin
g
unit
s
are
stre
aml
inin
g
thei
r
ope
rati
ons
by
clos
Ban
k
are
faci
ng
issu
es
in
rela
tion
to
loos
ing
cust
ome
r
con
Re
duc
tion
in
wor
kfo
rce
pro
duc
tivi
ty
De
cre
as
e
in
qu
ali
ty
of
wo
rk
du
e
to
ch
an
ge
De
cre
ase
in
em
plo
ye
e
mo
tiv
ati
on
an
d
eff
ort
s
Decr
ease
in
team
com
preh
ensi
on
and
prod
uctiv
ity
duri
ng
lock
dow
n
Lo
ng
wo
rk
ho
urs
adv
ers
ely
aff
ect
ed
wo
rk
life
bal
anc
W
or
k-
lif
e
im
bal
an
ce
oc
cu
rs
du
e
to
ris
e
Dec
reas
e in
bot
h
cust
om
er
con
fide
nce
and
con
sum
ptio
n
leve
Rea
lloc
ate
res
our
ces
tho
ugh
tful
ly
bas
ed
on
bus
ine
ss
fun
Was
emp
loye
e’s
safe
ty
take
n
into
cons
ider
atio
n.
Was
miti
gate
d
Ban
king
unit
s
start
plac
ing
high
emp
hasi
s on
conf
iden
tialit
y
aspe
cts
Di
sru
pti
on
in
su
ppl
y
ch
ain
asp
ect
s
Fac
ing
diff
icul
ty
in
rela
tio
n
to
gat
her
ing
eno
ugh
inf
or
De
cre
ase
s in
ban
kin
g
fir
m’s
pro
fita
bili
ty
due
to
red
ucti
Dec
reas
e in
wor
kin
g
perf
orm
anc
e of
ban
ks
due
to
cha
nge
s in
Ba
nk
s
sta
rt
usi
ng
di
git
al
pl
atf
or
m
for
pr
ov
Wa
s a
clea
r
ope
rati
ng
rhyt
hms
and
gov
ern
anc
e
mea
sure
s
Was
the
new/
ame
nded
cont
inge
ncy
plan
effe
ctive
ly
com
mun
icate
d to
the
Wa
s
the
int
ern
al
co
ntr
ol
an
d
pro
ced
ure
s
pro
act
D
ev
el
op
Ki
os
ks
sy
ste
m
to
re
du
ce
dir
ec
t
Star
t
coll
abo
rati
ng
wit
h
onli
ne
appl
icati
on
to
imp
rov
e

ba
n
k?
ing
unp
rofi
tabl
e
bra
nch
es
due
to
CO
VI
D-
19
fide
nce
due
to
cyb
erse
curi
ty
and
priv
acy
risk
s
in
wo
rki
ng
pr
oc
ed
ur
e
(
W
or
k
fro
m
ho
me
)
to
wa
rds
wo
rki
ng
act
ivit
ies
e
and
em
plo
yee
sati
sfa
cti
on
dur
ing
CO
VI
D
in
me
nta
l
he
alt
h
an
d
wo
rk
rel
ate
d
str
ess
l ctio
ns,
the
wor
kfo
rce,
part
ner
shi
p
and
key
cus
tom
ers
mea
sure
s
opte
d to
addr
ess
issu
es
relat
ing
to
criti
cal
staff
for
mini
mizi
ng
risks
pert
aini
ng
to
cybe
rsec
urity
,
priv
acy
and
frau
d
mat
ion
for
the
pur
pos
e
of
dec
isio
n
ma
kin
g
on
in
loa
n
allo
cati
on
afte
r
CO
VI
D
law
s
and
reg
ulat
ion
afte
r
pan
de
mic
idi
ng
be
tte
r
cu
sto
m
er
ser
vi
ce
imp
lem
ente
d to
sup
port
tim
ely
and
effe
ctiv
e
deci
sion
-
ma
kin
g
emp
loye
es
ive
ly
up
dat
ed
cu
st
o
m
er
de
ali
ng
perf
orm
anc
e
M
e
a
n
1.
2
8
2.
04
1.
9
7
2.
0
2
1.8
0 1.98 1.9
7
1.
98
1.8
4 1.62 1.7
0
1.5
5
1.7
4
1.4
7 1.51 1.51 1.6
7
1.7
0
1.6
1
1.4
9
1.
63
1.7
9 1.75 2.5
6
1.
64
1.6
3
M
e
di
a
n
1 2 2 2 2 2 2 2 2 1 2 1 2 1 1 1 1.5 1 1 1 2 2. 1 2 2 2

M
o
d
e
1 2 2 2 1 2 2 2 2 1 1 1 2 1 1 1 1 1 1 1 2 1 1 4 1 1
Interpretation: The above descriptive statistics exhibit that majority of the respondents are agreed that banking units streamlining
their operations by closing its unprofitable branches after Covid-19. Also, around 50% of them are strongly agreed that there is a
reduction in the workforce productivity. Further, average number of selected managers are stated that the overall work-life balance got
affected within negative manner such that there is adverse impact upon mental health. Apart from this, most of the selected
participants are strongly agreed that due to change in working environment of the companies, customer confidence is also affected and
their consumption level is decreases as well. Along with this, the productivity of banking firm’s is also affected due to sudden change
in laws and regulation. From the overall assessment, it has been evaluated that average number of managers of Mauritius banking
sector agreed that different digital platforms are implemented to improve the customer dealing and that is why, many banks will start
collaborating with online application in order to improve the performance.
Regression analysis
Null hypothesis (H0): There is no significant relationship between the profitability and quality of work, reduction in loan allocation
during COVID-19.
Alternative hypothesis (H1): There is a significant relationship between the profitability and quality of work, reduction in loan
allocation during COVID-19.
Model Summary

Model R R Square Adjusted R
Square
Std. Error of
the Estimate
1 .263a .069 .050 .93954
a. Predictors: (Constant), Decreases in banking firm’s
profitability due to reduction in loan allocation after COVID,
Decrease in quality of work due to changes in working procedure
(Work from home)
ANOVAa
Model Sum of
Squares
df Mean Square F Sig.
1
Regression 6.375 2 3.187 3.611 .031b
Residual 85.625 97 .883
Total 92.000 99
a. Dependent Variable: Banking units are streamlining their operations by closing
unprofitable branches due to COVID-19
b. Predictors: (Constant), Decreases in banking firm’s profitability due to reduction in
loan allocation after COVID, Decrease in quality of work due to changes in working
procedure (Work from home)
Interpretation: In accordance with the above table, it is identified that there is a positive relationship between profitability and quality
of work because the value of P is lower than 0.05 and that is why, alternative hypothesis is accepted over other. Also, from model
summary table it is interpreted that there is a moderate relationship between both variables, such that if there is a change in
profitability than 69% of a change is identified in the quality of working within a business. This is also supported by Musango,

Nundoochan and Kirigia (2020) that after Covid-19, entire baking performance of a company is affected in negative manner and that
is why, employees are not able to deliver the quality work. Along with this, if workers do not offer quality work then bank is allocate
the loan and that is why, it reduces the performance in adverse manner. Another reason of degrading the quality of work is offering
work from home facility and as a result, most of the employee took privilege from the same which in turn decreases the performance
of an employees.
One way Anova
H0: There is no significant different between the mean value of profitability and reduction in employee motivation and performance
H1: There is a significant different between the mean value of profitability and reduction in employee motivation and performance
ANOVA
Banking units are streamlining their operations by closing unprofitable branches due
to COVID-19
Sum of
Squares
df Mean Square F Sig.
Between Groups 10.742 4 2.685 3.140 .018
Within Groups 81.258 95 .855
Total 92.000 99
Interpretation: With the help of above table, it is interpreted that there is a significant relationship between the mean value of
profitability and employee motivation because P (0.18<0.05), as a result null hypothesis is rejected over other. In the same way,
Sembiring and et.al., (2020) also share their views and stating that if banking industry closes their different operations in Mauritius
then employee’s performance got affected in negative manner and as a result their performance got affected as well. Thus, by using

one-way anova tool, it can be stated that if profitability of a company is increases then the chances of employee’s productivity
automatically increases.

CHAPTER 5: DISCUSSION
5.1 Introduction
The present section of the dissertation helps to summarize the results which scholar collected through primary study with
secondary research. This section also assists to identify whether the selected research aim and objectives will have met or not by
critically examining the findings. Through this part, scholar will explain the generated outcome from primary research assist to answer
the research questions or provide other results pertaining to impact of Covid-19 upon employee’s performance within Mauritius
banking sector.
5.2 Findings from literature review
Through the secondary research it has been identified that there is a direct interrelationship between employee performance
and Covid-19 because the entire system of the banks was affected in negative manner and that is why, performance as well as
productivity got affected in adverse manner. Mirza and et.al., (2020) supported that after pandemic, most of the banking operations are
suspended due to fluctuation of currency and majority of the banks do not have enough capital to invest in market and that is why,
they close such branches. In addition to this, there is an adverse change in working attitude of the employees and this in turn affect the
business in both financially and non-financially manner. Demirgüç-Kunt, Pedraza and Ruiz Ortega (2020) also share their views that
during lockdown, banks provide a facility of work from home but this decreases the quality of work which in turn affect the
motivation level towards a working activities. On the other side, most of the employees took extra privilege of such change working
procedure and as a result the delivery of work in not up to the mark.
For that most of the banks start emphasizing on confidentiality aspects in order to decrease the cybercrime aspects. Disemadi
and Shaleh (2020) also share their views that due to Covid-19, banks do not focus upon their operations and that is why, they do not
provide prompt services to their customers which in turn affect the customer satisfaction in adverse mode. Also, firm operating within
banking sector do not collect enough information and that is why, it affects their overall performance. That is why, there is a need to

comply with advance technology in order to improve the actual performance by offering excellent customer service as well. So, with
the help of effective operations, the customer start trusting upon banks and start using their digital platforms that helps to improve the
customer confidence level. Thus, the overall assessment clearly reflected that with the pandemic affect the business in adverse manner
and there are many challenges which a firm face while minimizing the negative impact of Copvid-19 that needs to be overcome.
5.3 Findings from study
By conducting the primary research, it has been interpreted that the trend of banking sector in Mauritius is adversely affected
due to Covid-19 such that most of the banking units are streamlining their operations by closing unprofitable branches. Also most of
the customer facing issues pertaining to losing the customer confidence due to cybersecurity. Such that majority of the selected
respondents are agreed that there is reduction in the overall workforce productivity of banks and this in turn causes direct impact upon
the working performance of employees. Apart from this, there is a negative impact upon the work-life balance due to Covid-19
because 57 out of 100 managers are agreed with the statement that due to long working hours most of the employees feel mental stress
and this in turn affect the work-life balance within negative manner. Thus, it is reflected that heavy workloads lead to increase the
stress among them which in turn affect the overall performance in negative manner. On the other hand, it is also examined that more
than 50% of the selected employees from banking sector agreed that change in working environment and process directly creates
opposite impact upon customer confidence that somehow affect the customer service as well.
Through the findings it is also examined that there are many strategies implemented by the banking industry in order to
minimize the customer dealing programs. Such that 50 managers are strongly agreed that it start using digital platforms to keep in
contact with them. On the critically note, it is also identified that employees are dissatisfied that even after lockdown, banks do not
update their internal procedure and process which affect the performance in negative manner. Therefore, with the help of primary
study, more than 50% of the selected respondents are strongly favored that there is a direct impact of changing working culture upon
the team performance and comprehension, but many of this are not satisfied with the same. This is also proved by conducting

regression analysis in which alternative hypothesis is accepted that reflected there is a direct relationship between the performance and
Covid-19.
5.4 Research questions
With the help of both data collection methods, it has been identified that scholar is able to answer the research question such
that all the five variables are taken into consideration while conducting primary research, which clearly reflected that trend of the
Mauritius banking is changed completely due to pandemic. Apart from this, as per the second research question, Covid-19 influence
the private banking in both positive and negative manner. Such that employee working attitude affected and this in turn leads to lower
down the performance of a company. Whereas, most of the business transaction are shift towards online that causes positive impact. In
addition to this, researcher also examine the challenges that banks face with regards to productivity of an employee such that lower
down morale, decrease in productivity, disruption in supply chain, reallocate resources etc. Therefore, these key aspects are clearly
showed that scholar is able to answer all the research questions by considering both methods.

CHAPTER 6: CONCLUSION AND RECOMMENDATIONS
Conclusion
By summing up above report it has been concluded that there is negative impact of Covid-19 upon banking performance of
Mauritius and as a result entire trend of a business got affected. Through secondary research it has been summarized that most of the
business operations are closed within banking industry due to fluctuation in its liquidity. Also, customer confidence level decreases
due to sudden change in privacy risk and confidentiality. Apart from these, there are many factors which cause direct impact upon the
financial performance of a business. Through literature review it has been also concluded that there are many challenges which the
banking firm faces in order to deal with covid-19 such that loosing customer confidence, quality of work and decreases the morale of
employees. So it is reflected that there is a negative impact upon the business performance after the outbreak of Covid-19.
In addition to this, the entire study is based upon quantitative study and that is why the results generated by the scholar are
valid. So, scholar chooses this study over another in order to examine the relationship between Covid-19 and performance of a
business. For that both primary and secondary data collection methods has been selected that assist to analyze the views of selected
respondents pertaining to chosen topic. Further, from the data analysis it has been concluded that pandemic changes the working
attitude of the workers and as a result the quality of the work affected in adverse manner. Moreover, most of the employees are
strongly agreed that employee decreases their motivation level and efforts towards their working activities because of changing the
working procedure. Hence, it is analyzed that there is a negative impact upon the work-life balance within the employee’s
performance such that rise in mental health and work related stress. Therefore, it is clearly reflected that after pandemic there is a bad
impact upon the working performance of employees and company’s procedure.
Through the primary research it has been also concluded that there is a positive relationship between both variable such that if
profitability of a business affected which cause direct impact upon the performance of an employees. Such that due to work from
home facility, entire working procedure of a company got affected in adverse manner which in turn affect the entire working quality in
just opposite manner. Also, primary research further concluded that due to fluctuation within laws and regulation within country, the

overall performance of a company got affected this in turn leads to cause opposite impact upon its brand image. Hence, many
challenges are faced by the banking industry such that decreases the customer base that in turn leads to affect the profitability of a
business. Therefore, to minimize the privacy risk, most of the employees are highly satisfied that banks uses digital platform so that
they deal with their customer in effective manner. So, overall assessment clearly reflected that to improve the performance, banks uses
effective contingency plans which is further communicated to their employees so that banks run its operations in smooth manner.
Throughout the overall assessment, it is concluded that there are many changes in the operations of a company in opposite
manner and this in turn leads to cause negative impact upon business performance. As summarized through literature review and
primary research that Mauritius banking sector directly affected due to pandemic and this in turn cause direct impact upon financial
performance. That is why, many measures were already taken by banks such that collaboration with online application to improve
performance, develop kiosks system in order to reduce customer dealing that assist to improve the business performance along with
customer satisfaction.
Recommendations
From the above it is identified that there is a negative impact upon financial performance of banking industry after Covid-19.
Thus to improve the same, there are some ways described that must be followed by banks, such that:
 It is to be recommended to the banks to conduct customer surveys through online mode. With the help of this, banks may ask
different questions pertaining to customer service, facilities and quality of services etc. This is turn assist banks to identified
their loopholes and as a result, implement the strategy accordingly.
 Further, to raise customer service, it is also suggested to banking industry in Mauritius that they may designed their own
website that provide a helpful customer journey. With the help of this, most of the customer share their query and banks may
answer the same within 24 hours. This in turn helps to improve the customer satisfaction level that directly impact upon
financial performance.

 Also, after Covid-19 entire system is depend upon advance technology such that most of the banks offer work from home
facilities which in turn smoothen the entire working operations. That is why it is suggested to the banks that they can design
smart application that assist to increase the mobile application downloads. With the help of such strategy most of the customers
complete their transaction without leaving their homes. Hence, it also assists to adhere the laws prescribe by the government
during pandemic.
 In addition to this, it is also suggested to the banks that they can design and developing strategy that effectively utilize the
liquidity buffers and this in turn leads to cause positive impact upon the business performance in the terms of finance.
Therefore, it is analyzed that with the help of effective measures and comply with advance technologies banks minimizes the
negative impact of Covid-19 and start offering better customer services as well. This in turn improve the customer dealing
issues as well as financial performance of a company.

REFERENCES
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Mauritius: Coronavirus (COVID-19) impact on financial institutions. 2021. [Online]. Available through:
<https://www.lexology.com/library/detail.aspx?g=f719d3b4-5d27-4c41-af63-196e62c7e06f>.

APPENDIX
Questionnaire
Demographic information:
Gender
 Male
 Female
Working status
 Part time ()
 Full time ()
 On contract basis ()
 On Yep Schemes ()
What is monthly income?
 Between 10,500 to 18,000 MUR
 Between 18,000 to 35,000 MUR
 Between 35,000 to 50,000 MUR
 Above 50,000 MUR
How long you are working in bank?
 Last 1 year
 2-3 year
 3-5 years

 More than 5 year
Trend exists in of banking sector due to COVID-19: Do you agree with the following
statements or not?
Agree Strongly
agree
Neutral Disagree Strongly
disagree
Banking units are
streamlining their
operations by
closing unprofitable
branches due to
COVID-19
Bank are facing
issues in relation to
loosing customer
confidence due to
cybersecurity and
privacy risk
Effect of COVID-19 on both financial and non-financial performance of banking sector: Please
specify the extent to which do you agree with the following aspects;

Changes in working attitude
Agree Strongly
agree
Neutral Disagree Strongly
disagree
Reduction in workforce
productivity
Decrease in quality of
work due to changes in
working procedure
(Work from home)
Decrease in employee
motivation and efforts
towards working
activities
Decrease in team
comprehension and
productivity during
lockdown
Work-life balance
Agree Strongly Neutral Disagree Strongly

agree disagree
Long work hours
adversely affected work
life balance and
employee satisfaction
during COVID
Work-life imbalance
occurs due to rise in
mental health and work
related stress
Changes in working environment and process: Please specify to what extent do you agree
with the following statements:
Agree Strongly
agree
Neutral Disagree Strongly
disagree
Decrease in both
customer confidence and
consumption level
Reallocate resources
thoughtfully based on

business functions, the
workforce, partnership
and key customers
Was employee’s safety
taken into consideration.
Was mitigated measures
opted to address issues
relating to critical staff
Banking units start
placing high emphasis on
confidentiality aspects
for minimizing risks
pertaining to
cybersecurity, privacy
and fraud
Disruption in supply
chain aspects
Facing difficulty in
relation to gathering
enough information for
the purpose of decision

making
Decreases in banking
firm’s profitability due to
reduction in loan
allocation after COVID
Decrease in working
performance of banks
due to changes in laws
and regulation after
pandemic
Strategies: Do you agree that following strategies undertaken by Mauritius banking sector
firms will be helpful in dealing with current economic crises (COVID-19)?
Agree Strongly
agree
Neutral Disagree Strongly
disagree
Banks start
using digital
platform for
providing
better
customer

service
Was a clear
operating
rhythms and
governance
measures
implemented
to support
timely and
effective
decision-
making
Was the
new/amended
contingency
plan
effectively
communicated
to the
employees
Was the

internal
control and
procedures
proactively
updated
Develop
Kiosks system
to reduce
direct
customer
dealing
Start
collaborating
with online
application to
improve
performance