The effect of heterogeneous risk on the early adoption of Internet banking technologies

Financial service providers have increasingly offered customers new remote access to such services, with Internet banking being the latest example. While Internet banking has been available for years, the early adoption by customers of this technology was disappointing to most. This paper examines the demand for remote access to banking accounts by consumers and finds that when the technology is new, the traditional risk return models including variables allowing for heterogeneous risk add power in modeling the adoption decision. Perceived risks in Internet banking are seen to be responsible for some of the hesitation to adopt. Ironically, older consumers are found to be less likely to adopt Internet banking regardless of their risk tolerances. However, younger consumers are found to be early adopters only when they have relatively high levels of risk tolerance.     

How the Internet affects output and performance at community banks

Internet web sites have become an important alternative distribution channel for most banking institutions. However, we still know little about the impact of this delivery channel on bank performance. We observe 424 community banks among the first wave of US banks to adopt transactional banking web sites in the late-1990s, and compare the change in their 1999–2001 financial performance to that of 5175 branching-only community banks. Whereas today virtually all viable community banking franchises offer the Internet banking channel, studying this earlier time period allows us to make clean comparisons between subsamples of “brick-and-mortar” and “click-and-mortar” community banks. We find that Internet adoption improved community bank profitability, chiefly through increased revenues from deposit service charges. Internet adoption was also associated with movements of deposits from checking accounts to money market deposit accounts, increased use of brokered deposits, and higher average wage rates for bank employees. We find little evidence of changes in loan portfolio mix. Our findings suggest that these initial click-and-mortar banks (and their customers) used the Internet channel as a complement to, rather than a substitute for, physical branches.     

Exploring the adoption of a service innovation: A study of Internet banking adopters and non-adopters

Internet banking (IB) is the latest and most innovative service offered by the banks in Turkey. However, recent indicators regarding IB use in Turkey show that the majority of the Internet users have not adopted the service. The purpose of this paper is to examine the factors affecting the process of IB adoption and to characterise different IB adopter and non-adopter segments in Turkey. The paper adopted a multi-method approach employing qualitative and quantitative types of research. The findings showed that IB adopters and non-adopters have different perceptual, experience related, socioeconomic and situational characteristics. It was further revealed that besides the perceptual factors related to IB use, perceptual factors in relation to the banks in Turkey were also influential in IB adoption process. The paper applied an extended Technology Acceptance Model (TAM) with Diffusion of Innovation Theory and Theory of Perceived Risk to characterise different IB adopter and non-adopter categories. The paper provided a methodological contribution to the adoption literature by applying the TAM to the context of the Turkish bank market and studying the issue in a multi-method research format.     

The Impact of Internet-Banking on Brick and Mortar Branches: The Case of Turkey

The increased adoption and infiltration of the Internet has recently redefined the playground for retail banks. Retail banks are now offering their services primarily through their Internet banking branches. The repercussions of this change to “brick and mortar” banks have been studied in the context of developed market economies. In this paper, we contribute to the literature by studying the impact of Internet banking adoption on banks’ deposit collection, lending activities, and performance in an emerging market setting. By using a panel of 18 retail banks that operate in Turkey from 1990–2008, we demonstrate that Internet banking adoption has a positive impact on the level of profits, deposits and loans per branch. As operational activities are now provided via Internet branches, Internet banking facilitates banking activities in branches that require more human input. We also find that Internet banking adoption has a negative impact on bank profitability after 2 years of adoption as Internet banking increases competition and results in lower interest income. Accordingly, Internet banking complements brick and mortar branches.     

Internet Banking

We use multivariate logistic regressions to identify factors affecting adoption of Internet banking. These factors include membership in a bank holding company, an urban location, and relatively higher premises and other fixed expenses to net operating revenue, higher noninterest income, and greater accounting cost efficiency than non-Internet banks. More profitable banks were more likely to adopt Internet banking after Quarter 2 1998, but more profitable institutions were less likely to be among the first movers in adopting Internet banking. Among banks with assets over $100 million, institutions with transactional Internet banking were generally more profitable and tended to rely less heavily on traditional banking activities. For banks with less than $100 million in assets, there was no statistical difference in profitability among mature Internet and non-Internet banks, but de novo Internet banks were significantly less profitable than non-Internet de novos.An erratum to this article can be found at     

A literature review of theoretical models of Internet banking adoption at the individual level

How and why individuals use Internet banking (IB) has attracted a great deal of academic attention. This article reviews the IB literature through the lenses of nine adoption theories. The review suggests that IB adoption is a complex and multifaceted process, and a joint consideration of customers’ personal, social, psychological, utilitarian and behavioural aspects is more important than adoption itself and will ultimately result in the intended behaviour. Therefore, managers and system developers should undertake a customer-centric approach focusing on managing belief formation rather than directly influencing behaviour. The review also concludes that IB research is in an inconclusive state, and is far from unanimamous regarding the approaches and conceptualizations used to understand the beliefs that truly influence IB behaviour. There is limited research dealing with the role of interventions that can assist managers in making effective decisions to speed the adoption process.     

An examination of the factors influencing Yemeni Bank users’ behavioural intention to use Internet banking services

The purpose of this study was to examine the potential prominent factors relating to the adoption and use of the financial services of Internet banking (IB). The study was carried out using a self-administered survey involving a convenience sample of 369 Yemeni bank customers. The survey revealed that the overall prominent predictors include Relative Advantage/Compatibility, User's Informational-Based Readiness, Attitude, Observability, Technology Facilitating Condition, Perceived Behavioural Control and Self-efficacy. The model accounted for 75 per cent of the variation of an individual's behavioural intention to use IB. In addition, it was also discovered that a majority of the respondents are innovators and early adopters of IB. Yet, the adoption of IB financial service is still relatively low.     

Online banking in India: An approach to establish CRM

Technology is fast altering the business servicescape. Its role in improving customer service levels is being used strategically and increasingly by service organizations. The service attributes and quality can be enhanced by deployment of technology. The Internet has facilitated convenience in customer interactions and transactions with the banks. Online banking is currently emerging as a new approach in India for providing improved accessibility and expediency to customers. Most banks have their own websites for improving the customer interface and offering online services. The article studies the applicability of online banking in India and its role in fostering relationships with customers and giving them more value. The research was conducted on customers familiar with online banking in India, and their perceptions about online banking were studied. The findings reveal that customers are using the services but are skeptical about the financial transactions and service quality dimensions.     

网络银行发展现状和前景探析

随着网络时代的到来，全球金融业面临着巨大的机遇和挑战。网络银行作为一种新兴的银行服务方式，与传统银行相比显示出许多优势，其发展趋势已不可逆转，但它本身也存在着许多有待解决的问题，如何准确地把握网络银行的发展现状和未来趋势，扬其长避其短，已成为国内外金融业发展的重大现实课题。本文从网络银行的定义、优势和存在的问题以及发展前景和对策等三个方面进行了探讨。     

Effect of inherent innovativeness and consumer readiness on attitudes to mobile banking

Despite the strong evidence that many consumers relish their experience with mobile banking, others indicate that some segments may not be comfortable with these emerging digitized platforms due to certain inherent personal traits. Drawing insights from the socio-psychology and innovation/SSTs adoption literature, this paper tested a structural model with inherent innovativeness as an antecedent variable, and consumers’ attitude to M-banking, as a mediator to their future usage intention. The moderating effect of consumer readiness on the hypothesized relationship between consumers’ attitudes and intention to use mobile banking was also examined. The model was tested on survey data from 720 respondents from the United Kingdom (UK). Findings show that inherent innovativeness significantly explains attitudes to mobile banking. There were, however, mixed outcomes concerning the effects of three dimensions of consumer readiness on the link between attitudes and intention to use mobile banking. The results show that only ability exerts a positive and a significant effect on the examined relationship. The effects of motivation and role clarity seemed insignificant. The findings from this paper can help retail bank managers improve their channel and promotional decisions in order to enhance the service experience of relevant segments.     

Understanding the intention to use mobile banking by existing online banking customers: an empirical study

The Indian banking sector can take advantage of the proliferation of smartphones as well as the government’s encouragement of cashless transactions to accelerate the use of mobile and online banking. The purpose of this study is to understand the initial acceptance of mobile banking by existing online banking users. Few studies have focused on online banking users’ behavioural intention to use similar services (such as mobile banking) in India. To this end, a theoretical model was developed using the technology acceptance model, which was extended to cover the adoption factors that influence users of online banking to use mobile banking. These adoption factors comprise perceived ease of use, perceived security, mobile self-efficacy, social influence and customer support. The dependent variable is customers’ behavioural intention to use mobile banking. A partial least squares structural equation modelling analysis was used to test the theoretical model with sample data from 420 online banking customers of various public, private, foreign and co-operative banks in India. The study found that the adoption factors had a significant impact on customers’ behavioural intention to use mobile banking. The findings of this study provide insight into digital banking channels, contribute to existing research on digital banking adoption and will educate banks and financial institutions on the adoption of mobile banking in India.

     

Determinants of information technology investments: The case of ATM in an emerging economy

This paper examines the determinants of automatic teller machine (ATM), a kind of information technology (IT), in the Taiwanese banking industry. The lessons learned from Taiwan's banking industry can be applied to China's banking industry to facilitate the understanding of the IT adoption strategies of Chinese financial institutions. Factors that are expected to have impact on IT investment in general and on ATM investment in particular are identified from three perspectives, namely operating scale perspective, deposit service perspective, and operating cost perspective. The results of this study indicate that operating scale, banking deposit service and operating cost are all significant determinants of ATM investment in the Taiwan banking industry. The results are useful for those banks and financial institutions outside of China in deciding their ATM investment strategies in China when trying to enter and penetrate the Chinese banking market.     

Exploring usage of mobile banking apps in the UAE: a categorical regression analysis

The banking sector has seen major changes with advances in technology. Electronic financial transactions are gradually taking over traditional banking services in terms of transferring funds, utility payments, insurance premium, mortgages and even stock trading. Despite the widespread popularity of smartphones and the advantages of mobile banking, the adoption rates of the mobile apps have been very low all over the world. Our study explored the consumer acceptance of mobile apps in the United Arab Emirates (UAE) by using a structured online questionnaire that was designed using standard variables from the Technology Acceptance Model. Principal component analysis was used to identify and score these factors for the subsequent categorical regression analysis. Consumers were assigned numerical categories depending on their level of usage of the app, and the CATREG nonlinear technique was used to determine the significance of technology acceptance factors. The results show that almost two-thirds of the sample were currently using Mobile Banking apps, and they predominantly belonged to the 30–40 age-group. Perceived usefulness and available information were identified as the main factors influencing acceptance and level of usage of mobile banking apps. This study makes a significant contribution to the existing literature by identifying consumers according to their level of usage and adopting the categorical regression model, which has not been attempted earlier. The results provide important insights for banking professionals in the UAE, in terms of marketing initiatives, information technology and customer service.

     

Electronic banking in Finland: Consumer beliefs and reactions to a new delivery channel

The increasing turbulence in the financial service industry sector since the mid-1990s has created a whole new delivery channel for banking: Internet banking. The purpose of this paper is to describe the current state of Internet banking in Finland and to study consumer perceptions, beliefs and reactions to electronic banking in general and Internet banking in particular. The results of this study indicate that bank managers can, by knowing the basic beliefs consumers hold about Internet banking, create more effective customer communication, improve software and target prospects better concerning Internet banking. There is wide agreement that Internet banking will on the one hand have a great impact on the whole bank market, and on the other hand will be considered the most important retail banking delivery channel in the near future. A total of 3,000 questionnaires was prepared and sent to MeritaNordbanken customers in Finland. Using a mailed questionnaire with a response rate of 38.9 per cent, it was found that 40 per cent of the Finnish consumers who responded to this survey were already using Internet banking services. The results of this study provide interesting additions to knowledge of electronic banking and consumer behaviour.     

Continuous mobile banking usage and relationship commitment – A multi-country assessment

Although conducting banking transactions via mobile phones, smart phones and tablets has become popular in many countries, major gaps exist in our understanding of those who use this technology, particularly how experienced users perceive mobile banking. Drawing from the literature on mobile banking adoption, continuous usage behavior and post-adoption of technology behavior, the authors shed light on the nature of experienced mobile banking users’ relationship commitment (RC) with their bank and personal finances. The study reveals changes in commitment and shows that mobile banking offers substantial added value to users. Overall, this research will help managers better understand the importance of mobile banking services in the light of customer RC.     

What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking

This study aims to investigate the factors influencing the adoption of digital banking by retail banking customers. A theoretical model was developed based on an extended technology acceptance model to conceptualize the linkage among the factors impacting digital banking adoption. The primary data were acquired through a structured questionnaire from 200 customers. The multiple linear regression equation was used to analyse the relationship among six independent factors. The study revealed awareness, web features and perceived usefulness have significant positive influence on adoption of digital banking. The study is useful to plan and promote service model to enhance digital banking adoption.     

The impact of the Internet upon bank marketing

Information and communication are critical to developing customer relationships. Thus, new information and communication technologies (NICTs) became a key knowledge tool for the organisation within a relationship marketing strategy. Retail banking is a good example of a sector in which the virtualisation of relationships is increasing. However, there is no consensus as to whether banking relationships are strengthened or weakened by the use of technology. This article discusses the virtualisation of the interaction processes between banks and their customers and analyses the influence of the Internet on these relationships. A questionnaire was distributed by mail to 340 Internet banking services’ users. A principal components analysis and a multiple regression analysis were conducted in order to discuss the relationship between the identified dimensions of Internet banking and relationship marketing. The research finds three factors related to the use of Internet banking which strengthen the relationships between banks and their customers: the intensity of Internet use, the diversity of access locations and the diversity of Internet applications. From a managerial point of view, these findings have implications for the development of new relationship approaches based on technology.     

Technological innovations in the Indian banking industry: the late bloomer

Given that technological innovations in the banking sector in industrialised countries have been shown to increase productivity of this industry around the world, then why did India shy away from adopting this technology until the 1990s? Why has India been a late adopter of technology in the banking industry when it could have reaped the benefits from the existing R&D expertise developed by innovators and early adopters? This article charts out the path of technological innovation in the Indian banking industry post-economic liberalisation (1991-2) and identifies initial conditions in terms of competitive environment and regulatory pressures that have contributed to the diffusion of these innovations. The article highlights the role of labour unions in public sector banks and their initial opposition to technological adoption. The empirical analysis demonstrates the superior performance of the early adopters of technology (private sector and foreign banks) as measured by productivity, returns on equity, and market share, as compared to the late or passive adopters (public sector banks).     

基于贝叶斯最大后验估计的个人网上银行交易风险管理

以某全国性股份制银行省级分行辖内的零售规模相近的支行网点为样本,基于历史个人网上银行交易额和问卷数据,运用贝叶斯最大后验估计方法,推断未来交易额的合理区间,对相关潜在风险进行预警和识别.结果显示:个人网上银行交易风险多源于钓鱼网站诱使个人账户资金频繁转出,外部欺诈事件在节假日期间多发,源自节假日期间由网络购物导致的电子银行转账交易量的大幅增加,商业银行在节日较多的月份须更加关注网上银行的交易风险.     

Effects of demographic factors on bank customers’ attitudes and intention toward Internet banking adoption in a major developing African country

This study provides an African perspective to the global research and literature on retail customer adoption of Internet banking (IB). It empirically examines the influence of seven demographic variables – age, gender, level of education, marital status, employment status, income level and area of residence – on retail banking customers’ behaviours toward IB adoption in a major developing African country – Nigeria. A sample of 500 customers was surveyed, and ANOVA and multiple regression analyses were used in testing the association of the variables with customer attitude and intention toward IB adoption. Although all seven variables were correlated with attitude and intention, only gender, level of education, and employment status showed significant ability to influence Nigerian customers’ attitude and intention toward IB adoption. The study therefore concludes that gender, level of education, and employment status are the major demographic affecters of Nigerian banking customers’ attitudes to IB adoption.