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Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy

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  • Filotto, Umberto
  • Caratelli, Massimo
  • Fornezza, Fabrizio

Abstract

Although numerous studies have investigated the determinants of users’ acceptance of online channels, little attention has been paid to the continuous usage of a direct bank. To address this research gap, we analysed data collected via semi-structured interviews and a survey questionnaire distributed in 2017 to a sample of Italian bank customers. Responses were evaluated using a different statistical methodology based on the Shapley Value regression analysis. In brief, user-friendliness and economic advantages appear to be more decisive at an early stage of adoption. Moreover, structural assurance mechanisms (e.g. clarifying security policies and guarantees) have a robust impact on keeping customers online and loyal to electronic channels. Surprisingly, accessibility and compatibility do not seem to be determinant factors.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:eurman:v:39:y:2021:i:3:p:366-375
    DOI: 10.1016/j.emj.2020.08.004
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