IDEAS home Printed from https://ideas.repec.org/a/bco/mbrqaa/v15y2020p1-10.html
   My bibliography  Save this article

The Relationship between the Technology Readiness Index (Tri) and the Quality of Digital Services of Brazilian Financial Institutions

Author

Listed:
  • Carpeggiani Gomes Monteiro de Andrade

    (Associate Professor at Fucape Business School, Brazil)

  • Marcia Juliana d’Angelo

    (Associate Professor at Fucape Business School, Brazil)

Abstract

This study aims to identify the technological readiness variables associated with the quality perceived by customers who use digital services offered by banking institutions operating in Brazil. Descriptive quantitative research, in cross-section, with a sample of 958 clients of financial institutions operating in Brazil. The data were analysed using Structural Equation Modelling and multigroup analysis using SmartPLS. Given the growth of Fintech driven by disruptive technologies, traditional banking segments are looking for a competitive advantage to retain their customers. The findings showed that optimism and innovativeness have a positive influence on perceived quality. In contrast, discomfort with functional and physical risk, discomfort with embarrassment, and insecurity with information have a negative influence on perceived quality. Insecurity due to lack of contact does not influence the quality perceived by customers. There are also no differences regarding the gender and income of customers and the type of bank with whom they have a relationship, only in the group between public and private banks in the relationship between innovativeness and perceived quality. However, the explanatory power of the model indicates that other factors also impact this relationship. Although Fintech is growing at an accelerated pace, traditional bank customers seek other factors that impact perceived quality. In this way, it shows that traditional banks can consider other organisational actions to retain customers in addition to disruptive technologies.

Suggested Citation

  • Carpeggiani Gomes Monteiro de Andrade & Marcia Juliana d’Angelo, 2020. "The Relationship between the Technology Readiness Index (Tri) and the Quality of Digital Services of Brazilian Financial Institutions," European Journal of Studies in Management and Business, EUROKD, vol. 15, pages 1-10.
    • Handle: RePEc:bco:mbrqaa::v:15:y:2020:p:1-10
    DOI: 10.32038/mbrq.2020.15.01
    as

    Download full text from publisher

    File URL: https://api.eurokd.com/Uploads/Article/421/mbrq.2020.15.01.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.32038/mbrq.2020.15.01?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Thomas Leicht & Anis Chtourou & Kamel Ben Youssef, 2018. "Consumer innovativeness and intentioned autonomous car adoption," Post-Print hal-02511554, HAL.
    2. Son, Minhee & Han, Kyesook, 2011. "Beyond the technology adoption: Technology readiness effects on post-adoption behavior," Journal of Business Research, Elsevier, vol. 64(11), pages 1178-1182.
    3. Emanuel Stoeckli & Christian Dremel & Falk Uebernickel, 2018. "Exploring characteristics and transformational capabilities of InsurTech innovations to understand insurance value creation in a digital world," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(3), pages 287-305, August.
    4. Sands, Sean & Ferraro, Carla & Campbell, Colin & Pallant, Jason, 2016. "Segmenting multichannel consumers across search, purchase and after-sales," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 62-71.
    5. Rosana Vieira de Souza & Fernando Bins Luce, 2005. "Avaliação da aplicabilidade do technology readiness index (tri) para a adoção de produtos e serviços baseados em tecnologia," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 9(3), pages 121-141.
    6. Hamid Reza Khedmatgozar & Arezoo Shahnazi, 2018. "The role of dimensions of perceived risk in adoption of corporate internet banking by customers in Iran," Electronic Commerce Research, Springer, vol. 18(2), pages 389-412, June.
    7. Yoo, Boonghee & Donthu, Naveen, 2001. "Developing and validating a multidimensional consumer-based brand equity scale," Journal of Business Research, Elsevier, vol. 52(1), pages 1-14, April.
    8. Ferreira, Jorge Brantes & da Rocha, Angela & da Silva, Jorge Ferreira, 2014. "Impacts of technology readiness on emotions and cognition in Brazil," Journal of Business Research, Elsevier, vol. 67(5), pages 865-873.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Cocco, Helen & Demoulin, Nathalie T.M., 2022. "Designing a seamless shopping journey through omnichannel retailer integration," Journal of Business Research, Elsevier, vol. 150(C), pages 461-475.
    2. Minh-Tri Ha, 2021. "Optimizing Green Brand Equity: The Integrated Branding and Behavioral Perspectives," SAGE Open, , vol. 11(3), pages 21582440211, July.
    3. Xiaoxu Dong & Huawei Zhao & Tiancai Li, 2022. "The Role of Live-Streaming E-Commerce on Consumers’ Purchasing Intention regarding Green Agricultural Products," Sustainability, MDPI, vol. 14(7), pages 1-13, April.
    4. Frishammar, Johan & Essén, Anna & Bergström, Frida & Ekman, Tilda, 2023. "Digital health platforms for the elderly? Key adoption and usage barriers and ways to address them," Technological Forecasting and Social Change, Elsevier, vol. 189(C).
    5. Hasan, Rajibul & Lowe, Ben & Petrovici, Dan, 2020. "Consumer adoption of pro-poor service innovations in subsistence marketplaces," Journal of Business Research, Elsevier, vol. 121(C), pages 461-475.
    6. Neslin, Scott A., 2022. "The omnichannel continuum: Integrating online and offline channels along the customer journey," Journal of Retailing, Elsevier, vol. 98(1), pages 111-132.
    7. Swani, Kunal & Milne, George R. & Miller, Elizabeth G., 2021. "Social media services branding: The use of corporate brand names," Journal of Business Research, Elsevier, vol. 125(C), pages 785-797.
    8. Iván Sosa Gómez & Óscar Montes Pineda, 2023. "What is an InsurTech? A scientific approach for defining the term," Risk Management and Insurance Review, American Risk and Insurance Association, vol. 26(2), pages 125-173, July.
    9. Tran Vinh, 2017. "Measuring Customer Based Brand Equity: A Case of Heineken from the Beer Market in Vietnam," Asian Social Science, Canadian Center of Science and Education, vol. 13(3), pages 177-177, March.
    10. Anselmsson, Johan & Burt, Steve & Tunca, Burak, 2017. "An integrated retailer image and brand equity framework: Re-examining, extending, and restructuring retailer brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 194-203.
    11. Badrinarayanan, Vishag & Becerra, Enrique P., 2019. "Antecedents and consequences of shoppers' attitude toward branded store-within-stores: An exploratory framework," Journal of Business Research, Elsevier, vol. 105(C), pages 189-200.
    12. Gangopadhyay, Partha & Jain, Siddharth & Bakry, Walid, 2022. "In search of a rational foundation for the massive IT boom in the Australian banking industry: Can the IT boom really drive relationship banking?," International Review of Financial Analysis, Elsevier, vol. 82(C).
    13. Shih-Wei Chou, 2021. "Understanding crowdsourcing adoption based on IT managers’ decision," Information Technology and Management, Springer, vol. 22(4), pages 245-263, December.
    14. Kim, Yeonshin & Hur, Won-Moo & Lee, Luri, 2023. "Understanding customer participation in CSR activities: The impact of perceptions of CSR, affective commitment, brand equity, and corporate reputation," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    15. Vishwas Maheshwari & George Lodorfos & Siril Jacobsen, 2014. "Determinants of Brand Loyalty: A Study of the Experience-Commitment-Loyalty Constructs," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 5(6), pages 13-23, November.
    16. Dolbec, Pierre-Yann & Chebat, Jean-Charles, 2013. "The Impact of a Flagship vs. a Brand Store on Brand Attitude, Brand Attachment and Brand Equity," Journal of Retailing, Elsevier, vol. 89(4), pages 460-466.
    17. Vaida Kaduskeviciute & Sigitas Urbonavicius, 2019. "Webrooming: A Way of Dealing with Uncertainties in Purchasing," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 31(2), pages 139-152.
    18. Chan Choi, S., 2017. "Defensive strategy against a private label: Building brand premium for retailer cooperation," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 335-339.
    19. Eunmi Lee & Li Zhao, 2023. "Understanding Purchase Intention of Fair Trade Handicrafts through the Lens of Geographical Indication and Fair Trade Knowledge in a Brand Equity Model," Sustainability, MDPI, vol. 16(1), pages 1-20, December.
    20. de Oliveira, Marta Olivia Rovedder & Silveira, Cleo Schmitt & Luce, Fernando Bins, 2015. "Brand equity estimation model," Journal of Business Research, Elsevier, vol. 68(12), pages 2560-2568.

    More about this item

    Keywords

    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bco:mbrqaa::v:15:y:2020:p:1-10. See general information about how to correct material in RePEc.

    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 CitEc recognized a bibliographic reference but did not link an item in RePEc 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 RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sara Gunen (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.