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Purpose Currently, digital transformation is a process that cuts across different sectors of activity, including banks. One of the examples is the availability of products and services on digital channels. This study aims to identify the changes implemented in the digital channels of banks in Portugal that were driven by the COVID-19 pandemic, contributing to the acceleration of digital transformation. Design/methodology/approach The methods involve a qualitative approach, from the analysis of a selection of 30 results and accounting reports from ten banks between 2019 and 2021 using the Leximancer software to identify the main themes and concepts. Findings Four themes and 40 most relevant concepts were identified from the results of the analysis. In conclusion, banks have reinforced digital channels regarding products and services with apparent concerns associated with security. Research limitations/implications This article aims to contribute to two conceptual maps that allow us to understand the measures implemented by banks in digital channels during the pandemic. Practical implications This investigation aims to enable managers to define other initiatives within the scope of digital channels and enhance those already implemented. Originality/value The scientific articles identified and published so far do not specifically address the impact that the COVID-19 pandemic has had on the digital channels of banks in Portugal. The originality of this article arises from this gap identified regarding the absence of similar scientific studies. The pandemic is a new phenomenon that occurred for the first time in 2019 and globally, so it is essential to know the impacts on Portuguese banks.
Fonseca et al. (Thu,) studied this question.