Understanding consumer adoption of internet banking : an interpretive study in the Australian banking context

Lichtenstein, Sharman and Williamson, Kirsty 2006, Understanding consumer adoption of internet banking : an interpretive study in the Australian banking context, Journal of electronic commerce research, vol. 7, no. 2, pp. 50-66.

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Title Understanding consumer adoption of internet banking : an interpretive study in the Australian banking context
Author(s) Lichtenstein, Sharman
Williamson, Kirsty
Journal name Journal of electronic commerce research
Volume number 7
Issue number 2
Start page 50
End page 66
Publisher California State University
Place of publication Long Beach, Calif.
Publication date 2006-05
ISSN 1526-6133
Keyword(s) internet banking
electronic commerce
online service adoption
Summary This paper reports key findings from an interpretive study of Australian banking consumer experiences with the adoption of internet banking. The paper provides an understanding of how and why specific factors affect the consumer decision whether or not to bank on the internet, in the Australian context. A theoretical framework is provided that conceptualizes and links consumer-oriented issues influencing adoption of internet banking. The paper also provides a set of recommendations for Australian banks. Specifically, the findings suggest that convenience is the main motivator for consumers to bank on the internet, while there is a range of other influential factors that may be modulated by banks. The findings also highlight increasing risk acceptance by consumers in regard to internet-based services and the growing importance of offering deep levels of consumer support for such services. Gender differences are also highlighted. Finally, the paper suggests that banks will be better able to manage consumer experiences with moving to internet banking if they understand that such experiences involve a process of adjustment and learning over time, and not merely the adoption of a new technology.
Language eng
Field of Research 080609 Information Systems Management
Socio Economic Objective 970108 Expanding Knowledge in the Information and Computing Sciences
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2006, California State University
Persistent URL http://hdl.handle.net/10536/DRO/DU:30003904

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