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

Onyia, Okey Peter; Tagg, Stephen

doi:10.1057/fsm.2011.28

Cited by 35 publications

(32 citation statements)

References 49 publications

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“…Aside from the studies which focused on the effects of innovation characteristics, others have explored the potential impact of some individual variables in explaining innovation adoption. These include surface personal factors such as demographics (gender, age, income levels) (Onyia and Tagg, 2011;Laukkanen and Pasanen, 2008;Nilsson, 2007;Laforet and Li, 2005;Mattila, 2003).Overall, the results from these studies indicate that the early adopters of M-banking were relatively young (between the ages of 25 and 34), average income earners, and white-collar urban workers. These findings, are by no means, conclusive given the dynamic and accelerated change in consumer access to mobile phones and other forms internet technologies during the last decade (Quinn et al, 2016;Thakur and Srivastava, 2014;Al-Jabri and Sohail, 2012 ).…”

Section: Effect Of Personal Factorsmentioning

confidence: 92%

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

et al. 2017

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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 explain attitudes to mobile banking. There was, 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 exert 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

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Section: Effect Of Personal Factorsmentioning

confidence: 92%

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

et al. 2017

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“…The items measured each of the five (5) SERVQUAL dimensions on a 7-point Likert-style scale ranging from 'strongly disagree' (1) to 'strongly agree' (7) The main data collection was from customers of 14 major health insurance companies across the UAE. Due to time and cost constraints, the convenient intercept (White and Nteli, 2004;Onyia and Tagg, 2011) and the snowball (Cueller et al, 2005) sampling methods were applied in recruiting the respondents. Twenty five (25) postgraduate students of the Australian University of Wollongong in Dubai were recruited and trained to administer the paper-based questionnaires in the 7 regions of the UAE, in line with Pikkarainen et al (2004) and Waite and Harrison (2004).…”

Section: Methodology and Data Collectionmentioning

confidence: 99%

Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance

et al. 2017

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interests are in the area of financial services marketing and have included segmentation of financial services consumers, loyalty, relationships and retention, having written a number of articles on these subjects as well as a book Financial Services Marketing. Her current research projects include pension purchasing, employee benefits and pensions and the Internet. ABSTRACTThis paper aims to contribute to the universal discourse on financial services continuance behavior by examining the impact of service cost on customers' servicequality perception and service-continuance intention. It presents the results of an empirical study that has explored the impacts of service cost, service quality, and customer satisfaction on health insurance customers' behavioral intention toward continuing or discontinuing with their service providers. Very few studies had examined the impact of service cost on servicequality perception. Our study attempts to fill that gap. A sample of 820 customers was surveyed, and 624 usable responses were analyzed with ANOVA, Standard Multiple Regression, and Logistic Regression. Our findings indicate that, although highly satisfied health insurance customers will most likely retain their current service providers, customer dissatisfaction does not necessarily lead to discontinuance. Our results also provide some operational implications for health insurance managers, with strategies for reducing attrition and improving customer retention.

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“…For example, research has shown that equal number of male and female customers now use IB in the UK (Ilett, 2005). This trend is also gradually becoming noticeable in many developing countries where the population of women engaged in activities previously considered the exclusive preserve of men has been growing steadily over the years, including IB-adoption (Onyia and Tagg, 2011).…”

Section: Conceptual Background Customer Demographics and Ib Adoptionmentioning

confidence: 98%

“…This motivates others to try using the IB-option as well (see King and Gribbins, 2002;Howcroft et al, 2002;Sohail and Shanmugham, 2003;Laforet and Li, 2005;Rotchanakitumnuai and Speece, 2005;Lichtenstein and Williamson, 2006;Poon, 2008). On the contrary, the costs of computer ownership, internet connection, and "special service" fees charged by financial institutions for IB-usage in developing countries often constrain IB-adoption in those countries (see Shih and Fang, 2004;Chiemeke et al, 2006;Boateng and Molla, 2006;Onyia and Tagg, 2011). Based on the foregoing, we have extracted the eight most significantly validated indicator-variables in our results and harnessed them into a final model of potential universal antecedents of IB-adoption, especially given that they have also been validated in various studies from several other countries.…”

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confidence: 99%

Towards a universal model of internet banking adoption: initial conceptualization

Harrison

Onyia

Tagg³

2014

International Journal of Bank Marketing

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Access to this document was granted through an Emerald subscription provided by emerald-srm:198285 [] For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to propose that customer readiness and web-channel readiness for internet banking (IB) adoption are the twin universal determinants of retail customers' attitudes and intention towards IB-adoption. The paper delineates IB-readiness as the state of preparedness, ability, and willingness to engage in IB, and the authors argue that both the potential banking customer and the financial institution's web-channel must be equally ready before IB-adoption can occur. This paper presents the results of the initial test of the IB-readiness model with a sample of retail banking customers in Scotland. Design/methodology/approach -Nine customer-related and ten channel-related predictorvariables isolated from existing literature were tested for their effects on attitude and intention towards IB-adoption. Seven demographic mediators were also tested for their impacts on the effects of the predictor-variables on attitude and intention. A sample of 1,000 customers was surveyed. Multiple regression and logistic regression analyses were used to test the influence of the predictors and mediators. Findings -Of the seven mediators, only three were significant. Also, only eight of the original 19 predictor-variables were significant, with the impact of mediation, in determining customer attitude and intention towards IB-adoption. Practical implications -The results present some consumer behaviour and marketing communications implications for bank marketing. To convince potential customers to adopt and continue using IB, bank marketers must ensure that the eight predictors validated in this study are facilitated and sustained. Originality/value -A valuable contribution of the paper to the global IB-adoption theory is an equal evaluation model of potential universal antecedents of IB-adoption -the "EQUAEVAL" -which can be further-tested in future cross-national research.

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

Cited by 35 publications

References 49 publications

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

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

Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance

Towards a universal model of internet banking adoption: initial conceptualization

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