Adoption of Internet banking by Australian consumers: an empirical investigation

Sathye, Milind

doi:10.1108/02652329910305689

Cited by 741 publications

(720 citation statements)

References 12 publications

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“…According to Polatoglu and Ekin (2001), security comprises of three dimensions -reliability, safety, and privacy. Consumers' concerns about security, which arise from the use of an open public network, have been emphasised as the most important factor inhibiting the adoption and use of IB (Sathye, 1999;Daniel, 1999;Cox and Dale, 2001;Howcroft et al, 2002). Security issues have been identified as significant quality attributes of IB (Liao and Cheung, 2002;Jun and Cai, 2001).…”

Section: Methodsmentioning

confidence: 99%

“…Sathye, 1999;Howcroft, Hamilton and Hewer, 2002;Rotchanakitumnuai and Speece, 2003). As the adoption rate of the internet is continuously escalating and as increasingly more people use the internet for their banking actions, it has become increasingly important to pay attention to examining the behaviour of more experienced customers gaining expertise with IB.…”

Section: Introductionmentioning

confidence: 99%

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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%

Section: Introductionmentioning

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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“…It has been recommended by the results of this study that the determinants of service quality provide the basis of customer satisfaction. It has been exposed that while making 5 Polatoglu and Ekin (2001), Eriksson et al, (2005), Musiime and Ramadhan (2011) 6 Sathye (1999), Al Hajri (2008. 7 Jun and Cai (2001), Rod et al, (2009), Nupur (2010 8 Raza and Hanif (2013) enhancements in the satisfaction level of customers, the managers are required to appropriately weight the core performance, features and relative performance factors in context of retail banking.…”

Section: Introductionmentioning

confidence: 99%

“…It is also suggested that managers should concentrate on making amendments in the factors which are not contributing in satisfying the customers in retail banking. Sathye (1999) has conducted a research on adopting the services of online banking in Australia. This study is basically attempted to identify the factors which are averting customers in adoption of internet banking services.…”

Section: Introductionmentioning

confidence: 99%

Internet banking and customer satisfaction in Pakistan

Raza

Jawaid

Hassan

2015

Qualitative Research in Financial Markets

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This study determines the effects of service quality dimensions on customer satisfaction in Pakistan by using SERVQUAL model. A survey research questionnaire of 30 items has been adopted and collects the data of 400 respondents from the users of internet banking of different bank located in Karachi city of Pakistan. Reliability analysis shows that all dimensions are reliable. Results of factor analysis confirm the grouping of adopted questioner. At last, regression analysis indicates significant positive relationship between assurance, tangibility, reliability and responsiveness with customer satisfaction. Conversely, empathy shows positive but insignificant effect on customer satisfaction. It is recommended that the management of online banks has to focus on making the design and content of the websites more visually appealing to grab the attention of existing customers, as well as to attract new customers. The management has to take effective measures to further enhance the security and safety of online bank accounts, so that customers can maintain long-term relationships with the usage of online banking. Online banks have to provide more reliable services to the customers at heart to make the customers more comfortable and confident. The management should develop more effective systems to solve the issues of customers quickly.

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“…Cunningham, et al, (2004) [28] found that the perceived risk and value would affect the use process of self-service. Security and privacy concerns are the main impediments for the user to decide to use the self-service (Sathye 1999;Howcroft, 2002;Gerrard, 2003;Zhao, 2008;Lee, 2009) [29,33]. Good conditions of facilities affect the usefulness of self-service technology and help to eliminate users' risk perception.…”

Section: Self-servicementioning

confidence: 99%