Please use this identifier to cite or link to this item:
https://hdl.handle.net/1959.11/15403
Title: | Internet Banking Non-Users: Thematic Matrix Display Analysis | Contributor(s): | Adapa, Sujana (author) ; Rindfleish, Jennifer M (author) | Publication Date: | 2013 | Handle Link: | https://hdl.handle.net/1959.11/15403 | Abstract: | This study investigates themes that impact the non-adoption of internet banking by consumers in Australia. Qualitative data from a cross-sectional mall intercept survey of 311 non-users of internet banking in the Western Sydney region revealed that non-users are hindered by factors such as security, trust, risk, value, lack of resources, social influence, technology apprehension, interactivity, preference for other channels, routine, past use, and performance of the task by their spouse. The study has important implications for formulating effective strategies for service delivery channel management by implementing effective mechanisms to protect consumers' sensitive data through adequate control. The study also outlines important guidelines for practical solutions to reduce barriers to the adoption of internet banking, thus creating business customer value. The results provide bank executives, consultants, and academics with enhanced knowledge of the service areas they need to focus on to improve customer satisfaction, retention, and profitability in the financial services businesses. | Publication Type: | Journal Article | Source of Publication: | International Journal of Business and Information, 8(2), p. 151-182 | Publisher: | International Business Academics Consortium | Place of Publication: | Taiwan | ISSN: | 1728-8673 | Fields of Research (FoR) 2008: | 150299 Banking, Finance and Investment not elsewhere classified 150501 Consumer-Oriented Product or Service Development 150399 Business and Management not elsewhere classified |
Fields of Research (FoR) 2020: | 350299 Banking, finance and investment not elsewhere classified 350601 Consumer behaviour 350399 Business systems in context not elsewhere classified |
Socio-Economic Objective (SEO) 2008: | 900202 Professional, Scientific and Technical Services 900101 Finance Services 900199 Financial Services not elsewhere classified |
Socio-Economic Objective (SEO) 2020: | 110302 Professional, scientific and technical services 110201 Finance services |
Peer Reviewed: | Yes | HERDC Category Description: | C1 Refereed Article in a Scholarly Journal | Publisher/associated links: | http://www.knowledgetaiwan.org/ojs/index.php/ijbi/article/view/439 |
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Appears in Collections: | Journal Article UNE Business School |
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