IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v15y2008i4p266-276.html
   My bibliography  Save this article

Consumer perceptions of Internet banking in Finland: The moderating role of familiarity

Author

Listed:
  • Mäenpää, Katariina
  • Kale, Sudhir H.
  • Kuusela, Hannu
  • Mesiranta, Nina

Abstract

Previous research on Internet banking (IB) has mostly been confined to the adoption of online banking services. Now that IB has millions of active users worldwide, it is time to shift the research focus to the perceptions and experiences of IB users. This article examines the moderating role of familiarity, i.e. the amount of accumulated IB experience, in consumer perceptions of IB. A survey of 300 active users of IB in Finland revealed that level of IB familiarity impacted four out of seven service dimensions explored in the research. These findings may provide useful guidelines for developing Internet bank services and for marketing Internet banking.

Suggested Citation

  • Mäenpää, Katariina & Kale, Sudhir H. & Kuusela, Hannu & Mesiranta, Nina, 2008. "Consumer perceptions of Internet banking in Finland: The moderating role of familiarity," Journal of Retailing and Consumer Services, Elsevier, vol. 15(4), pages 266-276.
    • Handle: RePEc:eee:joreco:v:15:y:2008:i:4:p:266-276
    DOI: 10.1016/j.jretconser.2007.05.007
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698907000434
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2007.05.007?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
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Alba, Joseph W & Hutchinson, J Wesley, 1987. "Dimensions of Consumer Expertise," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(4), pages 411-454, March.
    2. Gefen, David & Straub, Detmar W., 2004. "Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services," Omega, Elsevier, vol. 32(6), pages 407-424, December.
    3. Rao, Akshay R & Sieben, Wanda A, 1992. "The Effect of Prior Knowledge on Price Acceptability and the Type of Information Examined," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(2), pages 256-270, September.
    4. Johnson, Eric J & Russo, J Edward, 1984. "Product Familiarity and Learning New Information," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 11(1), pages 542-550, June.
    5. Park, C Whan & Lessig, V Parker, 1981. "Familiarity and Its Impact on Consumer Decision Biases and Heuristics," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 8(2), pages 223-230, September.
    6. Gefen, David, 2000. "E-commerce: the role of familiarity and trust," Omega, Elsevier, vol. 28(6), pages 725-737, December.
    7. Punj, Girish N & Staelin, Richard, 1983. "A Model of Consumer Information Search Behavior for New Automobiles," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(4), pages 366-380, March.
    8. Thomas P. Novak & Donna L. Hoffman & Yiu-Fai Yung, 2000. "Measuring the Customer Experience in Online Environments: A Structural Modeling Approach," Marketing Science, INFORMS, vol. 19(1), pages 22-42, May.
    9. Dahl, Darren W & Manchanda, Rajesh V & Argo, Jennifer J, 2001. "Embarrassment in Consumer Purchase: The Roles of Social Presence and Purchase Familiarity," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(3), pages 473-481, December.
    10. Campbell, Margaret C & Keller, Kevin Lane, 2003. "Brand Familiarity and Advertising Repetition Effects," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(2), pages 292-304, September.
    11. Solomon, Michael R, 1983. "The Role of Products as Social Stimuli: A Symbolic Interactionism Perspective," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(3), pages 319-329, December.
    12. Rao, Akshay R & Monroe, Kent B, 1988. "The Moderating Effect of Prior Knowledge on Cue Utilization in Product Evaluations," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(2), pages 253-264, September.
    13. Coupey, Eloise & Irwin, Julie R & Payne, John W, 1998. "Product Category Familiarity and Preference Construction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(4), pages 459-468, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Vilasini De Silva & Jun Yan, 2016. "Predictors of Attitudinal Outcomes in Mobile Advertising in Sri Lanka: An Emerging Market," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(3), pages 129-144, June.
    2. Kim, Do Yuon & Lee, Ha Kyung & Chung, Kyunghwa, 2023. "Avatar-mediated experience in the metaverse: The impact of avatar realism on user-avatar relationship," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    3. Sune Ferreira-Schenk, 2023. "Leading Operational Risk Events For South African Banks: A Reputational Risk Perspective," International Journal of Economics and Financial Issues, Econjournals, vol. 13(3), pages 18-32, May.
    4. Tran Thu & Moritaka Masahiro & Liu Ran & Fukuda Susumu, 2018. "Information effect on consumer adoption for a new beef brand in the Vietnamese market: prior knowledge, appealing the brand distinction, differentiation and similarity," Management & Marketing, Sciendo, vol. 13(3), pages 1014-1034, September.
    5. Min-Yuan Zheng & Chao-Chien Chen & Hsiao-Hsien Lin & Chih-Hung Tseng & Chin-Hsien Hsu, 2021. "Research on the Impact of Popular Tourism Program Involvement on Rural Tourism Image, Familiarity, Motivation and Willingness," Sustainability, MDPI, vol. 13(9), pages 1-19, April.
    6. Pynnönen, Sari & Haltia, Emmi & Hujala, Teppo, 2021. "Digital forest information platform as service innovation: Finnish Metsaan.fi service use, users and utilisation," Forest Policy and Economics, Elsevier, vol. 125(C).
    7. Shahram Gilaninia & Arman Fattahi & Seyyed Javad Mousavian, 2011. "Behavioral Factors Tend to Use the Internet Banking Services -- Case Study: System (SABA), the Melli Bank, Iran, Ardabil," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 2(3), pages 173-179, August.

    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. Amita Goyal Chin & Mark A. Harris & Robert Brookshire, 2022. "An Empirical Investigation of Intent to Adopt Mobile Payment Systems Using a Trust-based Extended Valence Framework," Information Systems Frontiers, Springer, vol. 24(1), pages 329-347, February.
    2. van Waterschoot, Walter & Kumar Sinha, Piyush & Van Kenhove, Patrick & De Wulf, Kristof, 2008. "Consumer learning and its impact on store format selection," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 194-210.
    3. Sanjay Kumar Mishra & Manoj Kumar, 2011. "How mutual fund investors’ objective and subjective knowledge impacts their information search and processing behaviour," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 16(1), pages 27-41, June.
    4. Daniel R Clark & Dan Li & Dean A Shepherd, 2018. "Country familiarity in the initial stage of foreign market selection," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 49(4), pages 442-472, May.
    5. Dangelico, Rosa Maria & Alvino, Letizia & Fraccascia, Luca, 2022. "Investigating the antecedents of consumer behavioral intention for sustainable fashion products: Evidence from a large survey of Italian consumers," Technological Forecasting and Social Change, Elsevier, vol. 185(C).
    6. de Bont, Cees J. P. M. & Schoormans, Jan P. L., 1995. "The effects of product expertise on consumer evaluations of new-product concepts," Journal of Economic Psychology, Elsevier, vol. 16(4), pages 599-615, December.
    7. Wirawan Dony Dahana & HeeJae Shin & Sotaro Katsumata, 2018. "Influence of individual characteristics on whether and how much consumers engage in showrooming behavior," Electronic Commerce Research, Springer, vol. 18(4), pages 665-692, December.
    8. Uniyal, Dwarika Prasad & Sinha, Piyush Kumar, 2009. "Point of Purchase Communication: Role of Information Search, Store Benefit and Shopping Involvement," IIMA Working Papers WP2009-11-07, Indian Institute of Management Ahmedabad, Research and Publication Department.
    9. Flynn, Leisa Reinecke & Goldsmith, Ronald E., 1999. "A Short, Reliable Measure of Subjective Knowledge," Journal of Business Research, Elsevier, vol. 46(1), pages 57-66, September.
    10. Frank Goedertier & Kristof Geskens & Maggie Geuens & Bert Weijters, 2012. "Increasing choice satisfaction through goal-based labeling," Marketing Letters, Springer, vol. 23(1), pages 119-136, March.
    11. Alvino, Letizia & Dangelico, Rosa Maria, 2022. "Investigating the antecedents of consumer behavioral intention for sustainable fashion products: Evidence from a large survey of Italian consumers," Other publications TiSEM ed6b6a75-2a9f-4b6e-8076-9, Tilburg University, School of Economics and Management.
    12. Sinha, Piyush Kumar & Uniyal, Dwarika Prasad, 2016. "Impact of Store format on Shopping Involvement," IIMA Working Papers WP2016-06-01, Indian Institute of Management Ahmedabad, Research and Publication Department.
    13. Pauwels, Koen & Leeflang, Peter S.H. & Teerling, Marije L. & Huizingh, K.R. Eelko, 2011. "Does Online Information Drive Offline Revenues?," Journal of Retailing, Elsevier, vol. 87(1), pages 1-17.
    14. Artigas, Enrique Marinao & Moraga, Eduardo Torres & Yrigoyen, Coro Chasco, 2014. "Satisfação: determinante da familiaridade do destino turístico," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 54(4), July.
    15. Smith, Gerald E. & Venkatraman, Meera P. & Dholakia, Ruby Roy, 1999. "Diagnosing the search cost effect: Waiting time and the moderating impact of prior category knowledge," Journal of Economic Psychology, Elsevier, vol. 20(3), pages 285-314, June.
    16. Tasci, Asli D.A., 2018. "Testing the cross-brand and cross-market validity of a consumer-based brand equity (CBBE) model for destination brands," Tourism Management, Elsevier, vol. 65(C), pages 143-159.
    17. Sinha, Piyush Kumar & Uniyal, Dwarika Prasad, 2014. "Impact of Store format on Shopping Involvement," IIMA Working Papers WP2014-03-06, Indian Institute of Management Ahmedabad, Research and Publication Department.
    18. Peschel, Anne & Grebitus, Carola & Steiner, Bodo & Veeman, Michele, 2016. "How does consumer knowledge affect environmentally sustainable choices? Evidence from a cross-country latent class analysis of food labels," MPRA Paper 69864, University Library of Munich, Germany.
    19. Weisstein, Fei L. & Kukar-Kinney, Monika & Monroe, Kent B., 2016. "Determinants of consumers' response to pay-what-you-want pricing strategy on the Internet," Journal of Business Research, Elsevier, vol. 69(10), pages 4313-4320.
    20. Bosul Yoo & Sotaro Katsumata & Takeyasu Ichikohji, 2017. "The Impact of Customer Orientation on Quantity and Quality of User-Generated Content: A Multi-Country Case Study of Mobile Applications," Discussion Papers in Economics and Business 17-12, Osaka University, Graduate School of Economics.

    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:eee:joreco:v:15:y:2008:i:4:p:266-276. 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: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    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.