Internet banking adoption among mature customers: early majority or laggards?

Mattila, Minna; Karjaluoto, Heikki; Pento, Tapio

doi:10.1108/08876040310486294

Cited by 257 publications

(205 citation statements)

References 33 publications

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“…Investment covers issues like an on-line investment course on the bank's website, real-time investment information and personal purchase recommendations. It also includes tailored personal service and interaction otherwise lacking in online services (Mattila et al 2003;Long and McMellon, 2004). …”

Section: Methodsmentioning

confidence: 99%

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

Mäenpää¹,

Kalé

Kuusela³

et al. 2008

Journal of Retailing and Consumer Services

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Abstract:Purpose -This article examines the role of expertise -measured in terms of use frequency and length of use -in moderating consumer perceptions of dimensions of internet bank services. Design/methodology/approach -A survey of three hundred respondents investigated differences in perceptions of the proposed service dimensions. Findings -The results reveal that consumers' perceptions differed in four of seven dimensions of internet bank services when examined along the criterion of expertise. The most interesting result is that security is not a concern for any of the user groups. Also, an interesting finding is that the dimensions of status, personal finances and investment proved to be U-shaped. Practical implications -The findings of this research provide several ideas for marketing of internet banking (IB) and for developing IB websites. For example, appeals of status and ego-gratification in advertising can be used to attract new consumers to IB. Also, designing auxiliary features or tools for personal finance management into banks' websites would prove to be sound investment. This research suggests that expertise has correlates in demographics as well as in perceptions of service dimensions. Thus, it may be possible to apply expertise for segmenting markets along demographic criteria and then to offer appropriate mix of services for each segment. Originality/value -This study contributes to extensive literature of expertise by examining the effect of expertise on perceptions of internet bank services and analysing the managerial application possibilities.2

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Section: Methodsmentioning

confidence: 99%

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

Mäenpää¹,

Kalé

Kuusela³

et al. 2008

Journal of Retailing and Consumer Services

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“…Many studies show that in general ease of use (Moutinho and Smith, 2000;Mattila et al, 2003;Wang et al, 2003), compatibility (Gurau, 2002), trust (Rotchanakitumnuai and Speece, 2003), reference group influence (Karjaluoto et al, 2002) and computer experience (Wang et al, 2003) had positive relationships with the adoption of online banking. Also, some studies found that security (Liao and Cheung, 2002;Rotchanakitumnuai and Speece, 2003), third-party concerns, and human contact (Gurau, 2002;Mattila et al, 2003) were negatively related to the adoption of online banking. Using Gerrard and Cunningham (2003) as a guide, the following hypotheses were formulated to test for the study.…”

Section: Development Of Hypothesesmentioning

confidence: 99%

“…Moutinho and Smith (2000) and Wang et al, (2003) found evidence that perceived ease of use had a significant impact on the intention to adopt online banking. Mattila et al, (2003) examined the perception of mature consumers in Finland and reported that these consumers' perception of the difficulty of using online banking was the main barrier. This study found that difficulty was the most important attribute for the adoption of online banking in Mexico.…”

Section: Difficultymentioning

confidence: 99%

Factors Underlying the Adoption of Online Banking by Mexican Consumers

Mansumitrchai¹,

Al‐Malkawi²

2011

IJBM

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Although Mexico is considered one of the most important emerging markets in global business, there is little knowledge about the adoption of internet banking in Mexico. Thus, the purpose of this study is to examine the factors underlying the adoption characteristics of internet (online) banking by Mexican consumers, which will benefit both academics and financial institutions. The paper uses both qualitative and quantitative approaches for research methodology. The qualitative method is used to gain insight into how consumers value online banking by interviewing both adopters and non-adopters of internet banking (hereafter IB). Then, a questionnaire is developed to include thirty-nine questions. The paper utilizes Factor Analysis to identify the characteristics of the adoption and the Analysis of Variance (ANOVA) to examine the differences between adopters and non-adopters' attitudes toward some attributes of the adoption. The results from Factor Analysis suggest eight characteristics of the adoption, namely difficulty, trust, compatibility, third party concerns, human contact, social influence, security, and computer proficiency. Analysis of Variance shows that adopters and non-adopters differed on their attitudes toward four attributes of the adoption: difficulty, trust, compatibility and human contact. Comparing the attitudes of adopters and non-adopters with the issues of security and third party concerns, the study found no significant differences. An interesting finding was that human or physical contact was considered important for non-adopters, showing the weakness of online banking. A discussion of the results and the implications for bank managers were included in the study.

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“…Studies have shown that less educated people are more reluctant in using electronic payment services as a result of their inconvenience in using internet for doing their transactions [2] and this may consequently affect their level of satisfaction with such services. In other words, people with higher education level are more adaptive to acceptance of e-payment banking systems [12], [14] and [18]. Hence, investigating the satisfaction of customers with different education levels, towards e-payment services in Malaysia is of great significance to banks in order to adapt their e-services with their customers' requests and survive in the highly competitive industry.…”

Section: Introductionmentioning

confidence: 99%

Comparing The Satisfaction with The Banks E-payment Services between Degree Holder and Non-Degree Holder Customers in Penang-Malaysia

Chavosh¹

2011

IJEEEE

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Abstract-this study intends to investigate bank customer's satisfaction rate with e-payment services in Malaysia as many financial transactions are held by electronic payment systems in this country. Malaysian bank managers believe that the e-payment is of high potentiality to succeed as a new tool of payment which can increase the rapidity and accuracy of transactions and consequently increase customers' satisfaction. In this study, firstly, through a review of the literature issues associated with electronic payment along with its advantages are elaborated and discussed. Then a comparative analysis is provided by investigating the satisfaction rate with e-payment services in Malaysia's Banking Industry between two sample groups in Penang. These two groups consist of Degree Holder and Non-Degree Holder individuals who use electronic payment bank services in Penang. A sample size of 350 individuals was selected to answer the survey questions and then the collected data was analyzed by SPSS software. The findings from this study depicts that in spite of inconveniences, cost and some security concerns among Non-Degree holders about e-payment services and also some security concerns about such services among Degree holders, both groups of customers depicted a high level of satisfaction with e-payment services in Penang. In addition, inconvenience is found to be the most important issue which Non-Degree Holders were concerned about, while Degree Holders were more concerned about security issues. The results from this study can be used as a platform for bank managers and e-payment service companies in order to improve their systems and services in Penang, based on Malaysian consumers' needs and concerns.

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Internet banking adoption among mature customers: early majority or laggards?

Cited by 257 publications

References 33 publications

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

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

Factors Underlying the Adoption of Online Banking by Mexican Consumers

Comparing The Satisfaction with The Banks E-payment Services between Degree Holder and Non-Degree Holder Customers in Penang-Malaysia

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