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Exploring the digitalization impact on consumer decision-making in retail banking

Author

Listed:
  • Key Pousttchi

    (University of Potsdam)

  • Maik Dehnert

    (University of Potsdam)

Abstract

Retail banking has undergone a massive transformation in the last few years. A major aspect is changing consumer behavior. The aim of the paper is to better understand retail banking consumers regarding the impact of digitalization. Consequently, we acquired online consumer review data from Germany, the UK and US. We analyzed the data using coding techniques of grounded theory, supported by interdisciplinary literature to identify and categorize the relevant influence factors. The outcome of the paper is an integrated model of consumer decision-making in today’s retail banking along with four detailed partial models of the respective decision stages.

Suggested Citation

  • Key Pousttchi & Maik Dehnert, 2018. "Exploring the digitalization impact on consumer decision-making in retail banking," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(3), pages 265-286, August.
    • Handle: RePEc:spr:elmark:v:28:y:2018:i:3:d:10.1007_s12525-017-0283-0
    DOI: 10.1007/s12525-017-0283-0
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    More about this item

    Keywords

    Digitalization; Retail banking; Consumer behavior; Decision; Choice; FinTech;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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