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The Relevance of Age Categories in explaining Internet Banking Adoption Rates and Customers' Attitudes towards the Service

Author

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  • Silvio John Camilleri
  • Gail Grech

Abstract

This paper focuses on customers’ attitudes towards internet banking (IB), with particular reference to generational differences vis-à -vis such service. These factors are important for banks to project how demand is likely to develop over time. After modelling the IB adoption decision across a sample of countries, we conduct a questionnaire amongst bank customers who include users and non-users of IB and set up focus groups, each comprising participants from a specific age bracket. Whilst generational factors do not emerge as significant in the regression models, the questionnaires and focus groups suggest that generations differ in their attitudes towards IT-delivery systems and choice of preferred delivery channels. In this way banks have to constantly ensure that their online product mix is appropriate to cater for such distinct needs, especially in view of the increasing competition from non-bank entities in areas such as payments services.JEL classification numbers: J10, M15, M31, O33Keywords: Bank Delivery Channels, Generations, Internet Banking, Malta, Retail Banking

Suggested Citation

  • Silvio John Camilleri & Gail Grech, 2017. "The Relevance of Age Categories in explaining Internet Banking Adoption Rates and Customers' Attitudes towards the Service," Journal of Applied Finance & Banking, SCIENPRESS Ltd, vol. 7(2), pages 1-2.
    • Handle: RePEc:spt:apfiba:v:7:y:2017:i:2:f:7_2_2
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    References listed on IDEAS

    as
    1. Silvio John Camilleri, 2005. "An Analysis of the Profitability, Risk and Growth Indicators of Banks Operating In Malta," Finance 0507021, University Library of Munich, Germany.
    2. Ahmad Mashal & Emad Ahmed, 2015. "Effects of TQM Practices on Banking Sector Performance: The Case of Jordan," Journal of Applied Finance & Banking, SCIENPRESS Ltd, vol. 5(6), pages 1-7.
    3. Pratham, 2015. "Annual Status of Education Report (Rural) 2014," Working Papers id:6398, eSocialSciences.
    4. Camilleri, Silvio John & Cortis, Justine & Fenech, Maria Diandra, 2013. "Service Quality and Internet Banking: Perceptions of Maltese Retail Bank Customers," MPRA Paper 62492, University Library of Munich, Germany.
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    More about this item

    Keywords

    bank delivery channels; generations; internet banking; malta; retail banking;
    All these keywords.

    JEL classification:

    • J10 - Labor and Demographic Economics - - Demographic Economics - - - General
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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