Determinants of Technology Adoption: Evidence from the Chinese Banking Industry

He, Dongwei; You, Kai; Li, Wenqing; Wu, Jun

doi:10.1080/1540496x.2019.1678027

Cited by 10 publications

(5 citation statements)

References 18 publications

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“…Competition also appears to be a driver of banks' digitalisation. Empirical studies have shown that banks are more likely to adopt a technology if their direct and geographically closer competitors have already done so (He et al, 2021;Hernández-Murillo et al, 2010). Similarly, Modi et al (2022) demonstrate how competition…”

Section: Digital Transformation In the Banking Industrymentioning

confidence: 99%

“…These conflicting results highlight the challenge of objectively determining a bank's level of technological digitalisation and how it affects performance. Other factors, such as market competition (Khattak et al., 2022), the degree of digitalisation of bank customers (Carbó‐Valverde et al., 2020b), how banks adopt new technologies (He et al., 2021), and the arrival of new digital competitors (Haddad & Hornuf, 2023; Phan et al., 2020), may also influence the relationship between banks' digitalisation and performance.…”

Section: Literature Reviewmentioning

confidence: 99%

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Digital innovation and de‐branching in the banking industry: Customer perception and satisfaction

Carbó‐Valverde,

Cuadros‐Solas,

Rodríguez‐Fernández

et al. 2024

Global Policy

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In the ever‐changing landscape of the banking industry, digital transformation has become a major challenge. Banks are transitioning towards digitalisation by utilising information and digital technologies while reducing their branch networks. This paper investigates the relationship between technological innovation and banking customers' perception and satisfaction. By analysing a comprehensive consumer finance survey, we assess how the digital transformation of banks is perceived by customers and its impact on their satisfaction. Our results demonstrate that customer perceptions of a bank's digital innovativeness are positively associated with effective digital transformation. Customers tend to be more satisfied with banks that have a higher degree of digitalisation. Furthermore, our findings reveal that customers view banks as more innovative when the reduction in bank branches since the pandemic has been more intense. These insights shed light on the technological transformation of banks and its influence on their customers, providing valuable information for banks seeking to navigate the digital landscape and improve customer satisfaction.

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Section: Digital Transformation In the Banking Industrymentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Digital innovation and de‐branching in the banking industry: Customer perception and satisfaction

Carbó‐Valverde,

Cuadros‐Solas,

Rodríguez‐Fernández

et al. 2024

Global Policy

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“…In the digital era, and particularly in the wake of the COVID-19 pandemic, more bank customers are using digital banking as their main platform for banking services (Seetharaman, 2020;Naeem and Ozuem, 2021). On the other hand, banking service providers are gradually locking down or reducing their offline branches and relying primarily on online services (Wang et al, 2017;He et al, 2019). These trends suggest that the strategic concept of establishing positive relationships between service providers and customers, and ultimately "emotionally connecting" with customers in hope of ensuring a lifetime of profitable loyalty, is increasingly more dependent on the digital platform and customer engagement with the online delivered content (Khan et al, 2016;Rodrigues et al, 2017;Islam et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

“…On the other hand, banking service providers are gradually locking down or reducing their offline branches and relying primarily on online services (Wang et al. , 2017; He et al. , 2019).…”

Section: Introductionmentioning

confidence: 99%

Brand bank attachment to loyalty in digital banking services: mediated by psychological engagement with service platforms and moderated by platform types

Levy

2022

IJBM

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PurposeVarious digital banking platforms (website and apps) are offered to bank customers in order to create an experiential service, which is essential in retaining customers and generating brand bank loyalty. The current study aims to examine the dynamics of customer emotional experience generated during digital banking service delivery and investigate the effect of customer psychological engagement with various digital platform types on brand bank loyalty creation.Design/methodology/approachA conceptual framework was constructed. Data were collected from digital banking customers through a web-based survey conducted via an online Internet panel. It involved 502 participants. The study employs a path analysis method using structural equation modeling.FindingsThe empirical results suggest that there are two paths from emotional attachment to bank loyalty: a direct path and an indirect path shaped by customer psychological engagement with service platforms. Additionally, it was found that the digital platform (website vs apps) used by the customer determined the magnitude of the impact of emotional attachment to the bank on psychological engagement with service platforms.Practical implicationsThis research claims that features of digital banking services are sufficient to enhance affective brand responses and maintain long-lasting relationships with customers. Using experiential services and psychologically engaging the customers, this goal can be achieved. Additionally, well designed apps can improve interaction with services and subsequently enhance loyalty.Originality/valueThis study facilitates a better understanding of the customer's emotional–psychological state during engagement with digital service delivery. Its novelty and contribution to the literature focus on the notion that the impact of emotional attachment on bank loyalty is mediated by experiential psychological engagement with the digital platform and moderated by the type of digital platform used.

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“…The process by which banks construct up a policy for their clients to acquire general material and conduct business automatically without the presence of a bank is merely defined as E-banking (He, You, Li, & Wu, 2021;Shair, Shaorong, Kamran, Hussain, & Nawaz, 2021). In particular, E-banking paves the way for the promotion of common business structures and the banking industry, though it can be used as a weapon by banks to cope with tough routines (Chien, Pantamee, et al, 2021;Rahi, Ghani, & Ngah, 2020).…”

Section: Introductionmentioning

confidence: 99%

Acceptance of Electronic Banking among University Students in Pakistan: An Application of Technology Acceptance Model (TAM)

Hussain

Marri

et al. 2021

Pak. J. Humanit. Soc. Sci

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Electronic banking has become an essential element for the banking sector's success around the globe and attained the attention of recent studies and regulators. Thus, the present study examines the impact of technology adoption elements such as perceived ease to use, perceived usefulness, security, and privacy and perceived behavioral control on the intention to use of electronic banking among university students in Pakistan. This study also examines the mediating role of government support among the perceived ease to use, perceived usefulness, security and privacy, perceived behavioral control and intention to use of electronic banking among university students in Pakistan. The data have been gathered with the help of questionnaires from private university students in Punjab, Pakistan. The present study has adopted the smart-PLS to analyze the nexus among the constructs. The results have revealed that perceived ease to use, perceived usefulness, and perceived behavioral control have significant and positive relationships with the intention to use of electronic banking in Pakistan. The findings also indicated that government support significantly and positively mediates among the relations of perceived ease to use, perceived usefulness, security and privacy, perceived behavioral control and intention to use of electronic banking among university students in Pakistan. These outcomes provide the guidelines to the banking regulatory authorities while developing the policies related to the use of electronic banking.

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Determinants of Technology Adoption: Evidence from the Chinese Banking Industry

Cited by 10 publications

References 18 publications

Digital innovation and de‐branching in the banking industry: Customer perception and satisfaction

Digital innovation and de‐branching in the banking industry: Customer perception and satisfaction

Brand bank attachment to loyalty in digital banking services: mediated by psychological engagement with service platforms and moderated by platform types

Acceptance of Electronic Banking among University Students in Pakistan: An Application of Technology Acceptance Model (TAM)

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