Please use this identifier to cite or link to this item: https://hdl.handle.net/1959.11/5192
Title: Factors hindering the usage of internet banking service by consumers in Australian context
Contributor(s): Adapa, Sujana  (author)orcid ; Rindfleish, Jennifer M  (author)
Publication Date: 2009
Open Access: Yes
Handle Link: https://hdl.handle.net/1959.11/5192
Abstract: This paper illustrates key factors that are actually hindering the usage of internet banking service by Australian consumers. A survey with open-ended questions was used to acquire data from 220 consumers who were not using internet banking service. Qualitative data obtained was subjected to content analysis and common themes were identified resulting in eleven factors which were critical in inhibiting consumers from using internet banking. In order of frequency, the factors identified are: security, trust, privacy, risk, personal help, social influence, convenience of other banking methods, routine, technology discomfort, type of internet connectivity and banking transactions performed by spouse. The factors that emerged provide a comprehensive understanding of consumer resistance to use of the internet banking service delivery channel. Findings may help service providers formulate more effective channel design and marketing strategies in future.
Publication Type: Conference Publication
Conference Details: Bridging the Gap between Ideas and Doing Research 2008: 3rd Annual Postgraduate Research Conference, Armidale, Australia, 15th - 18th July, 2008
Source of Publication: Bridging the Gap between Ideas and Doing Research: Proceedings of the 3rd Annual Postgraduate Research Conference, p. 4-13
Publisher: University of New England
Place of Publication: Armidale, Australia
Fields of Research (FoR) 2008: 150299 Banking, Finance and Investment not elsewhere classified
Socio-Economic Objective (SEO) 2008: 910499 Management and Productivity not elsewhere classified
Peer Reviewed: Yes
HERDC Category Description: E1 Refereed Scholarly Conference Publication
Publisher/associated links: http://www.une.edu.au/faculties/professions/Resources/2008proceedings.pdf
Appears in Collections:Conference Publication
UNE Business School

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