The road to internet banking: understanding emerging customer issues

Lichtenstein, Sharman, Williamson, Kirsty and Sullivan, Jen 2004, The road to internet banking: understanding emerging customer issues, in CISTM 2004 Conference on Information Science, Technology Management, [CISTM], [Alexandria, Egypt], pp. 1-19.

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Title The road to internet banking: understanding emerging customer issues
Author(s) Lichtenstein, Sharman
Williamson, Kirsty
Sullivan, Jen
Conference name Information Science, Technology Management. Conference (2004 : Alexandria, Egypt)
Conference location Alexandria, Egypt
Conference dates 8-9 July 2004
Title of proceedings CISTM 2004 Conference on Information Science, Technology Management
Editor(s) [Unknown]
Publication date 2004
Conference series Information Science, Technology Management Conference
Start page 1
End page 19
Total pages 19
Publisher [CISTM]
Place of publication [Alexandria, Egypt]
Keyword(s) internet banking
online banking
online services
Summary This paper presents findings from an empirical study of banking customer experiences with the adoption of Internet banking. Using a qualitative, interpretive grounded theory approach and single and group interviews, the study explores customer perceptions and experiences and provides an understanding of how and why specific factors affect their decision whether or not to bank on the Internet in the current era. The findings are used to develop a theoretical framework which conceptualizes and links consumer issues influencing the adoption of this application, and we also provide a set of recommendations for banks. Specifically, the findings suggest that convenience – in particular, time savings – is the major motivator to bank on the Internet, while there are a range of other influential factors which could be modulated by banks. The results also highlight increasing online risk acceptance by customers and the growing importance of deep levels of customer support for online services. Key gender differences in attitudes to Internet banking are highlighted. This study suggests that organizations will improve their management of customer attitudes to new Internet service applications by understanding the need to proactively address customer fears and misconceptions about the technologies involved.
Language eng
Field of Research 080609 Information Systems Management
Socio Economic Objective 970108 Expanding Knowledge in the Information and Computing Sciences
HERDC Research category E1 Full written paper - refereed
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