IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v15y2008i5p348-357.html
   My bibliography  Save this article

Key influencers and inhibitors on adoption of the Internet for banking

Author

Listed:
  • Durkin, Mark
  • Jennings, Deirdre
  • Mulholland, Gwyneth
  • Worthington, Stephen

Abstract

The focus on new technologies in service situations is growing and is of particular importance in financial services contexts. It is argued that there is mutuality of benefit for both bank and customer through the adoption of self-service technologies (SSTs), of which e-banking is but one example. While the economic imperative for banks’ adoption of e-banking solutions is clear, the value proposition for the customer can be less evident. It is proposed that the value proposition on offer through e-banking could be better conveyed to customers were banks to have a greater understanding of the appropriateness of the on-line medium for products as they varied according to complexity level. This paper reports on a study which examined customer-stated propensity to purchase financial products on-line at varying levels of complexity. Findings underline the importance for banks to achieve a customer-oriented balance between face-to-face relationship-managed activity and online enablement and to understand now this balance varies according to customer and complexity of product. Strategic marketing implications for the case bank are discussed.

Suggested Citation

  • Durkin, Mark & Jennings, Deirdre & Mulholland, Gwyneth & Worthington, Stephen, 2008. "Key influencers and inhibitors on adoption of the Internet for banking," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 348-357.
    • Handle: RePEc:eee:joreco:v:15:y:2008:i:5:p:348-357
    DOI: 10.1016/j.jretconser.2007.08.002
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698907000628
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2007.08.002?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. Rhett H. Walker & Lester W. Johnson, 2004. "Managing technology-enabled service innovations," International Journal of Entrepreneurship and Innovation Management, Inderscience Enterprises Ltd, vol. 4(6), pages 561-574.
    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. Zagalaz Jiménez, José Ramón & Aguiar Díaz, Inmaculada, 2019. "Educational level and Internet banking," Journal of Behavioral and Experimental Finance, Elsevier, vol. 22(C), pages 31-40.
    2. Anas Al-Qudah, 2017. "The Factors that Affecting on the Consumers' Continuing to Use Internet Services in the Banking Industry: Empirical Evidence from Abu Dhabi, UAE," Modern Applied Science, Canadian Center of Science and Education, vol. 11(4), pages 1-45, April.
    3. Müller-Seitz, Gordon & Dautzenberg, Kirsti & Creusen, Utho & Stromereder, Christine, 2009. "Customer acceptance of RFID technology: Evidence from the German electronic retail sector," Journal of Retailing and Consumer Services, Elsevier, vol. 16(1), pages 31-39.
    4. Shivani Inder & Kiran Sood & Simon Grima, 2022. "Antecedents of Behavioural Intention to Adopt Internet Banking Using Structural Equation Modelling," JRFM, MDPI, vol. 15(4), pages 1-18, March.
    5. Shim, Soyeon & Serido, Joyce & Tang, Chuanyi, 2013. "After the global financial crash: Individual factors differentiating young adult consumers’ trust in banks and financial institutions," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 26-33.
    6. 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.
    7. Tse, Terence, 2013. "Paradox resolution: A means to achieve strategic innovation," European Management Journal, Elsevier, vol. 31(6), pages 682-696.
    8. Sujana Adapa, 2013. "Circumstances Probing Internet Banking Users to Use Alternative Channels: Thematic Matrix Display Analysis," Information Management and Business Review, AMH International, vol. 5(1), pages 1-12.

    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.

      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:5:p:348-357. 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.