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Balances and accounts of online banking users: a study of two US financial institutions

Author

Listed:
  • Paul D. Witman
  • Tamara L. Roust

Abstract

Serving customers' banking needs online has been proposed to be a cost-saving move for the Financial Institution (FI). These same online services have also been posited to result in higher customer value for the FI. This study analyses the records of two FIs (totalling over 500 000 users) to determine the elements of behaviour and demographics that explain the differential value. Actual execution of online transactions is found to contribute most highly to customer value, along with use of checks, customer age, tenure with the FI and use of other transaction channels.

Suggested Citation

  • Paul D. Witman & Tamara L. Roust, 2008. "Balances and accounts of online banking users: a study of two US financial institutions," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 2(2), pages 197-210.
    • Handle: RePEc:ids:ijelfi:v:2:y:2008:i:2:p:197-210
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    Citations

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    Cited by:

    1. Chien-Hua Tsai & Pin-Chang Su, 2021. "The application of multi-server authentication scheme in internet banking transaction environments," Information Systems and e-Business Management, Springer, vol. 19(1), pages 77-105, March.
    2. 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.
    3. Yang Yuan & Fujun Lai & Zhaofang Chu, 2019. "Continuous usage intention of Internet banking: a commitment-trust model," Information Systems and e-Business Management, Springer, vol. 17(1), pages 1-25, March.

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