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Organisational critical success factors in adoption of e-banking at the Woolwich bank

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  • Shah, Mahmood Hussain
  • Siddiqui, Feroz A.

Abstract

The provision of banking services on the Internet (e-banking) is growing but there is a lack of research related to the organisational issues involved in its adoption. This paper brings theory and practice together by synthesising the existing literature with real-life experience of a UK bank. Two questions motivated this research. First, what is the experience of organisations in adopting e-banking? Second, what are the organisational factors which are critical to the success in e-banking adoption? A case study research approach was used to investigate organisational critical success factors in e-banking adoption at The Woolwich bank. The factors found to be most critical for success in e-banking included: understanding customers, organisational flexibility, availability of resources, systems security, established brand name, having multiple integrated channels, e-channel specific marketing, systems integration, systematic change management, support from top management, and good customer services. We concluded that banks need to implement considerable organisational changes in order to web-enable themselves. The main focus of their e-commerce strategy should be to integrate the e-banking channel with other service delivery channels to maximise benefits.

Suggested Citation

  • Shah, Mahmood Hussain & Siddiqui, Feroz A., 2006. "Organisational critical success factors in adoption of e-banking at the Woolwich bank," International Journal of Information Management, Elsevier, vol. 26(6), pages 442-456.
    • Handle: RePEc:eee:ininma:v:26:y:2006:i:6:p:442-456
    DOI: 10.1016/j.ijinfomgt.2006.08.003
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    References listed on IDEAS

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    1. King, Stephen F. & Liou, Jung-Shiuan, 2004. "A framework for internet channel evaluation," International Journal of Information Management, Elsevier, vol. 24(6), pages 473-488.
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    Cited by:

    1. Nien-Tsu Tuan, 2022. "The Other Side of Success Factors—A Systemic Methodology for Exploring Critical Success Factors," Systemic Practice and Action Research, Springer, vol. 35(3), pages 441-452, June.
    2. Borman, Mark & Janssen, Marijn, 2013. "Reconciling two approaches to critical success factors: The case of shared services in the public sector," International Journal of Information Management, Elsevier, vol. 33(2), pages 390-400.
    3. Aristides Papathomas & George Konteos, 2024. "Financial institutions digital transformation: the stages of the journey and business metrics to follow," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 590-606, June.

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