Do Better Customers Utilize Electronic Distribution Channels? The Case of PC Banking
AbstractMany service firms are pursuing electronic distribution strategies to augment existing physical infrastructure for product and service delivery. But little systematic study has been made for whether and how characteristics or behaviors might differ between customers who use electronic delivery systems and those who use traditional channels. We explore these differences by comparing customers who utilize personal-computer-based home banking (PC banking) to other bank customers. Case studies and detailed customer data from four institutions suggest that PC banking customers are apparently more profitable, principally due to unobservable characteristics extant before the adoption of PC banking. Demographic characteristics and changes in customer behavior following adoption of PC banking account for only a small fraction of overall differences. It also appears that retention is marginally higher for customers of the online channel.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by INFORMS in its journal Management Science.
Volume (Year): 48 (2002)
Issue (Month): 6 (June)
online banking; financial services; electronic commerce; customer profitability;
You can help add them by filling out this form.
CitEc Project, subscribe to its RSS feed for this item.
- Paredes - Araya, Dusan, 2009. "A Methodology to Compute Regional Housing Index Price using Matching Estimator Methods," MPRA Paper 15016, University Library of Munich, Germany, revised 04 May 2009.
- Oz Shy, 2013. "Window shopping," Working Papers 13-4, Federal Reserve Bank of Boston.
- Schroeter, Christiane & Anders, Sven M., 2013. "Nutrition Label Usage, Diet Health Behavior, and Information Uncertainty," 2013 Annual Meeting, August 4-6, 2013, Washington, D.C. 151214, Agricultural and Applied Economics Association.
- Van den Poel, Dirk & Lariviere, Bart, 2004.
"Customer attrition analysis for financial services using proportional hazard models,"
European Journal of Operational Research,
Elsevier, vol. 157(1), pages 196-217, August.
- D. Van Den Poel & B. Larivière, 2003. "Customer Attrition Analysis For Financial Services Using Proportional Hazard Models," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/164, Ghent University, Faculty of Economics and Business Administration.
- Gensler, Sonja & Leeflang, Peter & Skiera, Bernd, 2013. "Comparing methods to separate treatment from self-selection effects in an online banking setting," Journal of Business Research, Elsevier, vol. 66(9), pages 1272-1278.
- Hu, Yu Jeffrey & Tang, Zhulei, 2014. "The impact of sales tax on internet and catalog sales: Evidence from a natural experiment," International Journal of Industrial Organization, Elsevier, vol. 32(C), pages 84-90.
- Anja Lambrecht & Katja Seim & Catherine Tucker, 2007. "Stuck in the Adoption Funnel: The Effect of Delays in the Adoption Process on Ultimate Adoption," Working Papers 07-40, NET Institute, revised Oct 2007.
- Abdul Wadud, 2013. "Impact of Microcredit on Agricultural Farm Performance and Food Security in Bangladesh," Working Papers 14, Institute of Microfinance (InM).
- Anja Lambrecht & Katja Seim, 2006. "Adoption and Usage of Online Services in the Presence of Complementary Offline Services: Retail Banking," Working Papers 06-27, NET Institute, revised Oct 2006.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Mirko Janc).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.