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Key influencers and inhibitors on adoption of the Internet for banking

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  • Durkin, Mark
  • Jennings, Deirdre
  • Mulholland, Gwyneth
  • Worthington, Stephen

Abstract

The focus on new technologies in service situations is growing and is of particular importance in financial services contexts. It is argued that there is mutuality of benefit for both bank and customer through the adoption of self-service technologies (SSTs), of which e-banking is but one example. While the economic imperative for banks’ adoption of e-banking solutions is clear, the value proposition for the customer can be less evident. It is proposed that the value proposition on offer through e-banking could be better conveyed to customers were banks to have a greater understanding of the appropriateness of the on-line medium for products as they varied according to complexity level. This paper reports on a study which examined customer-stated propensity to purchase financial products on-line at varying levels of complexity. Findings underline the importance for banks to achieve a customer-oriented balance between face-to-face relationship-managed activity and online enablement and to understand now this balance varies according to customer and complexity of product. Strategic marketing implications for the case bank are discussed.

Suggested Citation

  • Durkin, Mark & Jennings, Deirdre & Mulholland, Gwyneth & Worthington, Stephen, 2008. "Key influencers and inhibitors on adoption of the Internet for banking," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 348-357.
    • Handle: RePEc:eee:joreco:v:15:y:2008:i:5:p:348-357
    DOI: 10.1016/j.jretconser.2007.08.002
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    References listed on IDEAS

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    1. Rhett H. Walker & Lester W. Johnson, 2004. "Managing technology-enabled service innovations," International Journal of Entrepreneurship and Innovation Management, Inderscience Enterprises Ltd, vol. 4(6), pages 561-574.
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    Cited by:

    1. Zagalaz Jiménez, José Ramón & Aguiar Díaz, Inmaculada, 2019. "Educational level and Internet banking," Journal of Behavioral and Experimental Finance, Elsevier, vol. 22(C), pages 31-40.
    2. Anas Al-Qudah, 2017. "The Factors that Affecting on the Consumers' Continuing to Use Internet Services in the Banking Industry: Empirical Evidence from Abu Dhabi, UAE," Modern Applied Science, Canadian Center of Science and Education, vol. 11(4), pages 1-45, April.
    3. Shim, Soyeon & Serido, Joyce & Tang, Chuanyi, 2013. "After the global financial crash: Individual factors differentiating young adult consumers’ trust in banks and financial institutions," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 26-33.
    4. Tse, Terence, 2013. "Paradox resolution: A means to achieve strategic innovation," European Management Journal, Elsevier, vol. 31(6), pages 682-696.
    5. Müller-Seitz, Gordon & Dautzenberg, Kirsti & Creusen, Utho & Stromereder, Christine, 2009. "Customer acceptance of RFID technology: Evidence from the German electronic retail sector," Journal of Retailing and Consumer Services, Elsevier, vol. 16(1), pages 31-39.
    6. Shivani Inder & Kiran Sood & Simon Grima, 2022. "Antecedents of Behavioural Intention to Adopt Internet Banking Using Structural Equation Modelling," JRFM, MDPI, vol. 15(4), pages 1-18, March.
    7. Filotto, Umberto & Caratelli, Massimo & Fornezza, Fabrizio, 2021. "Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy," European Management Journal, Elsevier, vol. 39(3), pages 366-375.
    8. Sujana Adapa, 2013. "Circumstances Probing Internet Banking Users to Use Alternative Channels: Thematic Matrix Display Analysis," Information Management and Business Review, AMH International, vol. 5(1), pages 1-12.

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